Marcus by Goldman Sachs, Complaints Team Leader, Analyst | 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 150 years of expertise with intuitive digital experiences focusing on value transparency and simplicity for its millions of customers.

About the role

As a Complaints Team Leader you will lead and develop a team of 15-18 Complaints Specialists ensuring customer complaints are resolved fairly efficiently and in line with company and regulatory standards. You will drive team performance through coaching feedback and ongoing development while acting as an escalation point for complex customer issues. Additionally you will monitor service levels identify process improvement opportunities and foster a high-performing customer-focused team culture.

Job Summary:

• Lead manage and supervise the day-to-day operations of a team of 15-18 representatives
• Monitor and evaluate performance of the team rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
• Train provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
• Establish schedules for team members
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
• Conduct weekly one-on-ones and bi-monthly staff meeting as well as on-the-spot coaching / feedback
• Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
• Provide hands-on assistance to team members while serving as an escalation point for the operations customer issues and complaints
• Offer guidance to the management team in such areas as real time operational performance ensuring that service level targets are achieved as set by the business
• Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time

Basic Qualifications:

• High School degree Bachelors degree or equivalent military experience
• Minimum of 3 years in supervisory experience
• Strong understanding of customer service experience and process improvements
• Must be self-directed detail oriented driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude

Preferred Qualifications:

• Leadership experience

Job Shift

Operating hours are Monday to Friday between 8:00 AM and 8:30 PM CT. Your specific shift will vary within these hours. Weekend availability may be required in the future.

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.

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