Marcus by Goldman Sachs, Customer Service Team Leader, Analyst | Draper, UT/Richardson, TX

About the Role

Marcus by Goldman Sachs is the firm’s consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs, and consumer financial services companies, allowing us to disrupt the industry while helping consumers take control of their financial lives.

Marcus Deposits is part of our Asset & Wealth Management Division (AWM). At Marcus, we leverage cutting-edge technology and a simple user experience to deliver low-cost, transparent savings and investing solutions.

Responsibilities

• Lead, manage, and supervise the day-to-day operations of a team of 15-18 customer service representatives.
• Coach the team in a real-time environment by conducting bi-weekly one-on-ones, staff meetings, and providing on-the-spot feedback.
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others.
• Monitor calls and work closely with business partners to manage the ongoing professional and personal development of operations team members.
• Provide hands-on assistance to team members while serving as an escalation point for customer issues and complaints.
• Offer guidance to the management team on real-time operational performance, ensuring service level targets are achieved.
• Drive initiatives as a project management/process owner, recommend improvements in business processes, and ensure optimal resource utilization and audit-compliant administrative processes.

Requirements

• Three plus years of customer service management or service-oriented leadership experience.
• High School Diploma or GED; Associate’s or Bachelor’s degree or equivalent military experience preferred.
• Strong understanding of customer service experience.
• Self-directed, detail-oriented, and able to work independently in a team-oriented and fast-paced environment with a positive attitude.
• Experience working with high net-worth customers.

About the Company

At Goldman Sachs, we commit our people, capital, and ideas to help our clients, shareholders, and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities, and investment management firm. Headquartered in New York, we maintain offices around the world. We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our workplace and beyond by ensuring every individual has opportunities to grow professionally and personally.