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

Goldman Sachs•Richardson, TX

3d•Hybrid

About The Position

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. 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.

Requirements

High School degree, Bachelor's 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

Nice To Haves

Leadership experience

Responsibilities

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 operation's 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