US Deposits Complaints Specialist

Marcus by Goldman Sachs

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' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches. 

Responsibilities:

• Serve as primary contact and investigator for US Deposits-related complaints
• Complete assigned complaints to meet monthly objectives and SLA requirements
• Efficiently resolve complaints to reduce turnaround time for customers
• Serve as customer advocate for regulatory and non-regulatory complaints
• Meet established goals for all metrics, including quality, productivity, schedule adherence, and error findings
• Assist with tracking and trend analysis of customer complaints to reduce complaints and consistently improve customer experience
• Consistently uphold all compliance and regulatory standards in customer interactions
• Participate in assigned projects to improve processes, reduce handoffs, and increase automation
• Demonstrate advanced knowledge of multiple areas of consumer banking operations
• Demonstrate a passion for delivering great customer experience on a scale
• Excellent collaborative, communication, organizational, and problem-solving skills are required 

Basic Qualifications:

• Bachelor’s degree from a recognized institute 
• Minimum 2 years of customer service experience
• Must have a positive attitude and be self-directed, detail-oriented, driven, and able to work independently in a team-oriented, fast-paced environment
• Partner with multiple business functions to deliver complaint resolution and ensure risks are appropriately mitigated
• Showcase attention to detail and the ability to manage several tasks at once by ensuring all cases are appropriately investigated and resolved
• Demonstrate basic banking knowledge with an emphasis on customer experience and company culture

Preferred Qualifications:

• Strong problem-solving and analytical skills
• Ability to multitask in a fast-paced environment
• Excellent communication skills, both verbal and written
• High level of accuracy and attention to detail
• Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
• Identify process and control improvements by leveraging constantly evolving tools that can be used to build scalability without introducing new risks