Marcus by Goldman Sachs, Back Office Fulfillment Specialist | Draper, UT

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs Marcus operates as a digital bank providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs over 150 years of expertise with intuitive digital experiences focusing on value transparency and simplicity for its millions of customers and is recognized as the largest pure online bank delivering a fully digital experience without physical branches.

About the role

As aBack Office Fulfillment Specialist you will be responsible for supporting customers and internal partners by resolving backoffice cases across online retail deposit products (e.g. online savings accounts and Certificates of Deposit). You will investigate and complete service requests such as CD maturity actions account maintenance updates deceased depositor processing return mail handling complaints and certain money movementrelated items. Success in this role requires strong attention to detail accurate documentation across multiple internal systems and consistent adherence to risk and control procedures while meeting productivity and quality targets. You may also provide periodic inbound call coverage and place targeted outbound calls when needed to resolve customer requests efficiently.

Responsibilities

• Resolve customer inquiries and backoffice cases related to CD maturity account maintenance deceased depositor processing return mail complaints and other deposit operations items including eligible money movement requests.
• Place outbound calls as needed to gather information confirm instructions and assist customers with online retail deposit products (online savings and CDs).
• Receive sort and process incoming mail; route items appropriately and update case records based on documented procedures.
• Follow established procedures with a strongrisk mitigationandcontrolmindset; adhere to policy compliance and audit requirements.
• Navigate multiple internal tools and systems to research requests; document actions taken key decisions and outcomes clearly and completely.
• Meet performance expectations across key metrics (e.g. quality productivity timeliness adherence) while maintaining a customerfirst approach.
• Participate in projects and process improvement efforts to drive operational excellence reduce rework and improve customer experience.
• Provide inbound call coverage when required to support customer needs for online retail deposit products.

Qualifications:

• Minimum 2 years of customer service experience.
• Basic understanding of banking operations including check payments wires and ACH.
• Self-motivated detail-oriented and flexible capable of prioritizing tasks and performing effectively under pressure in a team environment including adapting to occasional overtime.
• Strong analytical problem-solving and organizational skills with a risk and control mindset consistently taking ownership and accountability for tasks and projects
• High School diploma.

Preferred Qualifications:

• Experience supporting deposit products (e.g. savings accounts and Certificates of Deposit) in a bank or financial services operations environment.
• Basic familiarity with case management tools and workflow queues including experience working to established Service Level Agreements (SLAs).
• Experience handling sensitive customer scenarios (e.g. deceased depositor processes) and/or processing written correspondence (mail operations).

Job Shift

Weekend and evening availability may be required as part of your shift schedule.

Location

Openings are available in Richardson TX and Draper UT. This role operates under a hybrid working model requiring three days per week in the office. Full office attendance may be required in the future.

ABOUT GOLDMAN SACHS

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. Were committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally from our training and development opportunities and firmwide networks to benefits wellness and personal finance offerings and mindfulness programs. Learn more about our culture benefits and people at committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: The Goldman Sachs Group Inc. 2023. All rights reserved.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race color religion sex national origin age veterans status disability or any other characteristic protected by applicable law.