Marcus by Goldman Sachs, Back Office Fufillment Specialist, Draper

Goldman Sachs • Draper, UT

3d • Hybrid

About The Position

Marcus by Goldman Sachs operates as the digital consumer bank of Goldman Sachs, offering high-yield savings accounts and Certificates of Deposit (CDs) directly to consumers. It leverages Goldman Sachs' extensive expertise with a focus on value, transparency, and simplicity, providing a fully digital experience without physical branches. As a Back Office Fulfillment Specialist, you will support customers and internal partners by resolving back-office cases for online retail deposit products. This involves investigating and completing service requests such as CD maturity actions, account maintenance updates, deceased depositor processing, return mail handling, complaints, and certain money movement-related items. Success requires strong attention to detail, accurate documentation in multiple systems, and adherence to risk and control procedures while meeting productivity and quality targets. The role may also involve periodic inbound call coverage and targeted outbound calls to efficiently resolve customer requests.

Requirements

• 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.

Nice To Haves

• 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).

Responsibilities

• Resolve customer inquiries and back-office 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 strong risk mitigation and control mindset; 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 customer-first 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED