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

Goldman Sachs Bank AG; Richardson (TX); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health and welfare programs

Generous vacation entitlement

On-site health centers

Job summary

Marcus by Goldman Sachs is seeking a Customer Service Team Leader/Analyst to oversee a day-to-day operations team in Richardson, TX (and Draper, UT). You will coach a 15–18 person front-line group, drive real-time performance feedback, and support escalation handling for customer issues.

The role emphasizes leadership and mentoring, with responsibilities spanning interviewing new teammates, performance coaching, and collaboration with business partners to meet service targets and implement

Qualifications

• Three plus years of customer service management or service-oriented leadership.
• Strong ability to lead and coach a frontline team in a fast-paced environment.
• Experience interviewing and selecting new team members; able to mentor others.

Responsibilities

• Lead day-to-day operations of a team of 15-18 customer service representatives.
• Coach the team in real-time with bi-weekly 1:1s and staff meetings; provide feedback.
• Assist with interviewing and selection of team members and serve as a mentor.
• Monitor calls and partner with business teams to manage development and performance.
• Provide escalation support for customer issues and drive process improvements.
• Ensure service level targets are met and contribute to initiative execution.

Skills

Customer service management

Leadership

Coaching

Interviewing

Relationship management

Education

Bachelor's degree

Job description

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

Opportunity Overview sitemap_outline CORPORATE TITLE Analyst language OFFICE LOCATION(S) Draper, Richardson account_balance DIVISION Asset & Wealth Management

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

• We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.
• 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 Services

• 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).

Child Care & Family Care

• 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.