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Drive customer satisfaction by resolving US Deposits complaints at Marcus – a digital bank of Goldman Sachs.
Seeking a skilled complaint investigator with experience in customer service and compliance to enhance customer experience.
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. We commit people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Our people are our greatest asset – we say it often and with good reason. It is only with the determination and dedication of our people that we can serve our clients, generate long-term value for our shareholders and contribute to the broader public. We take pride in supporting each colleague both professionally and personally. From collaborative work spaces and ergonomic services to wellbeing and resilience offerings, we offer our people the flexibility and support they need to reach their goals in and outside the office. We are open to considering requests for flexible working.
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
ABOUT GOLDMAN SACHS
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 GS.com/careers.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html
© The Goldman Sachs Group, Inc., 2026. All rights reserved.
Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.