CWM - Marcus by Goldman Sachs - Complex Servicing Operations Manager - Associate - Richardson, TX

Location(s) US-TX-Richardson
Job ID
Schedule Type
Full Time
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.



Key Responsibilities:

You will ultimately use your skills and ideas to coach and develop our frontline team leaders and specialists.  Your specific responsibilities will include, but not be limited to:

  • Act as the direct manager of front line team leaders who are responsible for the leadership of front-line specialists assisting customers via inbound and outbound phone call
  • Manage the performance of various supportive teams across multiple sites including Escalations, Specialty Servicing, and Customer Care
  • Act quickly to lead the team to effectively respond to and resolve escalated customer situations
  • Improve efficiency as a process owner by continuously looking for opportunities to refine workflows with the overall goal of increasing efficiency and improving customer experience
  • Partner with supportive teams including training & onboarding, HCM, reporting & analytics, WFM, and others to drive key business initiatives
  • Work with Legal & Compliance partners to impact bank policy and contact center procedure
  • Monitor reporting to ensure team meets defined goals and identify and solve for process bottlenecks
  • Learn new products including Marcus Invest and Checking to look for opportunities for complex servicing contributions
  • Partner with vendors to ensure that key services are provided throughout shifting hours of operation



Basic Qualifications:

  • Bachelor’s Degree or equivalent experience
  • 3-5 years of financial services experience with an understanding of basic deposits and investment products
  • Ability to work in a fast-paced environment while delivering exemplary client service
  • Client-centric with an inherent sense of urgency
  • A clear propensity to be a leader, acting as both a subject matter expert but also an early mentor to more junior team members and developing leaders
  • Strong verbal and written communication skills, as well as strong organizational and interpersonal skills
  • Experience managing cross-site teams while fostering a culture of development, respect, and inclusivity
  • Collaborative, energetic, enthusiastic, and a self-starter
  • Previous experience leading customer-facing teams responsible for handling complex cases and escalated situations
  • Proven track record of building new processes and streamlining operational workflows with the intent of eliminating customer and agent friction
  • Currently possesses or open to obtaining FINRA SIE, Series 7, and Series 63 licenses.


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.


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: