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

Goldman Sachs Group; Draper (UT); In loco; USD 50.000 - 80.000; Tempo pieno

Descrizione del lavoro

Marcus by Goldman Sachs is seeking a Customer Service Team Leader to oversee a team of 15–18 representatives across Draper, UT and Richardson, TX. This role focuses on coaching, performance feedback, and developing high-quality customer interactions in a fast-paced environment.

You will interview and mentor staff, monitor calls, and collaborate with business partners to ensure targets are met while guiding real-time operational performance and process improvements.

Competenze

• Three plus years of customer service management/ service orientated leadership role.
• Strong understanding of customer service experience.
• Self-directed, detail oriented, driven and able to work independently in a fast paced environment.
• Experience working with high net-worth customers.

Mansioni

• 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, in addition to 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 the business partners to closely manage ongoing professional and personal development of operations team members
• 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.
• Project Management/Process owner driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

Conoscenze

Customer service management

Customer service experience

Self-motivation

Attention to detail

HNWI experience

Formazione

High School Diploma or GED

Descrizione del lavoro

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

Draper, UT, United States and 1 more

Job Description

MARCUS BY GOLDMAN SACHS

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.

OUR IMPACT:

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

HOW YOU WILL FULFILL YOUR POTENTIAL:

You are passionate about operations, leadership, and using digital tools to provide solutions and excellent customer service to consumers. You are an experienced leader, who will lead our consumer contact team, coach and develop teams, while providing feedback and influencing new processes both directly and indirectly.

Key Responsibilities:

You will ultimately use your skills and ideas to coach and develop our frontline call or chat handling specialists, including but not limited to:

• 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, in addition to 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 the business partners to closely manage ongoing professional and personal development of operations team members
• 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.
• Project Management/Process owner driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

SKILLS & EXPERIENCE WE’RE LOOKING FOR

Basic Qualifications:

• Three plus years of customer service management/ service orientated leadership role
• High School Diploma or GED / Associates or Bachelor's degree or equivalent military experience preferred
• Strong understanding of customer service experience
• Must be self-directed, detail oriented, driven, able to work independently in a team‑oriented and fast paced environment and have a positive attitude
• Experience working with high net‑worth customers
• Locations Draper, UT, United States Richardson, TX, United States

Healthcare & Medical Services

We believe who you are makes you better at what you do. We're 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

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state‑of‑the‑art on‑site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on‑site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre‑approved amount).

We offer on‑site child care centers that provide full‑time and emergency back‑up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class‑leading benefits our firm has to offer.

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