• CIMD - Marcus by Goldman Sachs - Front Office Team Lead - Draper, UT

    Location(s) US-UT-Draper
    Job ID
    Schedule Type
    Full Time
    Consumer Banking
    Consumer and Investment Management Division
    Business Unit
    US Deposits Delivery
    Employment Type

    Consumer (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. Today, Marcus has $50 billion in deposits, $5 billion in loan balances and 4 million customers across our lending and deposits businesses, as well as the personal financial management app, Clarity Money. 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 team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding key Operations principles of client focus, process innovation, compliance and risk management.


    We are looking for a candidate who is passionate about operations, leadership, and using digital tools to provide solutions and excellent customer service to consumers. The ideal candidate is an experienced leader, who will lead our consumer call handling team, coach and develop teams, while providing feedback and influencing new processes both directly and indirectly.


    This role will not only offer a working environment that allows for opportunity for growth, but you will also get to lead through an environment of consistent and rapid change.




    You will ultimately use your skills and ideas to coach and develop our frontline call 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 and 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  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
    • Own project management/process to drive initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy


    • 3+ 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 and able to work independently in a team-oriented and fast paced environment and have a positive attitude 

    NOTE: You will be required to be flexible for shift work between 7am and 11pm 7 days per week, with the evolution of expanding these hours sometime in the future. This is a new platform with Goldman Sachs, there are a lot of exciting initiatives taking place and your willingness to see things through will be paramount to success. 


    Consumer and Investment Management (CIMD)

    The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.


    The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

    © The Goldman Sachs Group, Inc., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.