Marcus , Back Office Fulfillment Specialist | Richardson, TX

Job Description

Marcus by Goldman Sachs is an online consumer banking business that offers high‑yield savings accounts and certificates of deposit. It is the largest pure online bank in the United States, delivering a fully digital experience without physical branches.

As a Back Office Fulfillment Specialist, you will be responsible for supporting customers and internal partners by resolving back‑office cases across online retail deposit products such as savings accounts and CDs. Your work will include investigating and completing service requests for CD maturity actions, account maintenance updates, deceased depositor processing, return mail handling, complaints, and certain money‑movement related items. Success requires strong attention to detail, accurate documentation across multiple internal systems, and consistent adherence to risk and control procedures while meeting productivity and quality targets.

You may also provide periodic inbound call coverage and place outbound calls when needed to resolve customer requests efficiently.

• 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.
• Receive, sort, and process incoming mail; route items appropriately and update case records according to 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 such as quality, productivity, timeliness, and 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.

• 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 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 or equivalent.

• 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).

Weekend and evening availability may be required as part of the shift schedule.

Openings are available in Richardson, TX, and Draper, UT. This role operates under a hybrid working model, requiring three days per week in the office. Full office attendance may be required in the future.

Goldman Sachs is an equal‑opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veteran status, disability, or any other characteristic protected by applicable law. We are committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.