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Job description
Complaints Team LeaderMarcus by Goldman Sachs operates as the online consumer banking business of Goldman Sachs, 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 RoleAs 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 representativesMonitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they ariseTrain, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectivesEstablish schedules for team membersAssist with interviewing and selection of team members and serve as a role model/mentor to your team and othersConduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedbackMonitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team membersCreate and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectivesProvide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaintsOffer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the businessRecommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategyAssist in project planning and identification of issues by monitoring projects and delivering the improvement/process on timeBasic Qualifications:High School degree, Bachelor's degree or equivalent military experienceMinimum of 3 years in supervisory experienceStrong understanding of customer service experience and process improvementsMust be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitudePreferred Qualifications:Leadership experienceOperating 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.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.
Worksite address
draper, UT, 84020, US
Who can apply
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