Marcus by Goldman Sachs, Back Office Fufillment Specialist, Draper

About the position

Marcus by Goldman Sachs is the online consumer banking business of Goldman Sachs, operating as a digital bank that offers high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. It combines Goldman Sachs' extensive expertise with user-friendly digital experiences, emphasizing value, transparency, and simplicity for its customer base. Marcus is recognized as the largest pure online bank, providing a completely digital service without physical branches. In this role, you will support customers and internal partners by resolving back-office cases for online retail deposit products such as online savings accounts and Certificates of Deposit. Your responsibilities will include investigating and processing service requests like CD maturity actions, account maintenance updates, deceased depositor processing, handling returned mail, managing complaints, and addressing certain money movement-related issues. Success hinges on meticulous attention to detail, accurate record-keeping across various internal systems, and strict adherence to risk and control procedures, all while meeting productivity and quality targets. You may also be involved in providing occasional inbound call support and making targeted outbound calls to ensure efficient resolution of customer requests.

Responsibilities

• Resolve customer inquiries and back‑office cases related to CD maturity, account maintenance, deceased depositor processing, return mail, complaints, and other deposit operations items, including eligible money movement requests.
• Place outbound calls as needed to gather information, confirm instructions, and assist customers with online retail deposit products (online savings and CDs).
• Receive, sort, and process incoming mail; route items appropriately and update case records based on documented procedures.
• Follow established procedures with a strong risk mitigation and control mindset; adhere to policy, compliance, and audit requirements.
• Navigate multiple internal tools and systems to research requests; document actions taken, key decisions, and outcomes clearly and completely.
• Meet performance expectations across key metrics (e.g., quality, productivity, timeliness, adherence) while maintaining a customer‑first approach.
• Participate in projects and process improvement efforts to drive operational excellence, reduce rework, and improve customer experience.
• Provide inbound call coverage when required to support customer needs for online retail deposit products.

Requirements

• Minimum 2 years of customer service experience.
• Basic understanding of banking operations, including check payments, wires and ACH.
• Self-motivated, detail-oriented, and flexible, capable of prioritizing tasks and performing effectively under pressure in a team environment, including adapting to occasional overtime.
• Strong analytical, problem-solving, and organizational skills with a risk and control mindset, consistently taking ownership and accountability for tasks and projects
• High School diploma.

Nice-to-haves

• Experience supporting deposit products (e.g., savings accounts and Certificates of Deposit) in a bank or financial services operations environment.
• Basic familiarity with case management tools and workflow queues, including experience working to established Service Level Agreements (SLAs).
• Experience handling sensitive customer scenarios (e.g., deceased depositor processes) and/or processing written correspondence (mail operations).