CWM - Marcus by Goldman Sachs – Checking Front Office Team Lead - Analyst/Sr. Analyst - Richardson, TX/Draper, UT

Location(s) US-UT-Draper | US-TX-Richardson
Job ID
Schedule Type
Full Time
Call Center, Consumer Banking
Consumer and Wealth Management
Business Unit
US Deposits Delivery
Employment Type


Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.



The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.



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 call handling 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 handling specialists, including but not limited to:

  • Master the onboarding flows for various banking products
  • Lead a team of Savings Specialists in day-to-day activities including servicing customers, performing account maintenance, and logging interaction notes
  • Act as a subject matter expert in all things product and process
  • Establish strong working relationships with peers and supportive partners in order to effectively execute assignments and projects
  • Execute performance management routines to drive key metrics including schedule adherence, call quality, and compliance with your team
  • Manage and execute assigned projects with time proficiency and ownership
  • Knowledge of and adherence to Firm's Business Principles and Client Service Values


Basic Qualifications:

  • Leadership experience in a contact center and/or commercial banking environment
  • Knowledge of deposits products including CD’s, savings, and checking
  • Passion for customer experience in a financial services setting
  • Ability to deescalate frustrated clients with thorough process knowledge and polished soft skills
  • Ability to lead people, processes, and special projects

NOTE: You will be required to be flexible for shift work based on evolving business needs.



At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

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, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more:

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