Complaints Team Leader, Analyst

Location: Richardson, TX, or Draper, UT, United States. Hybrid work requires three days per week in the office; full office attendance may be required in the future. Operating hours are Monday to Friday between 8:00 AM and 8:30 PM CT, with weekend availability potentially required.

Company

Marcus is hirify.global' online consumer banking business, providing digital savings accounts and Certificates of Deposit directly to individual customers.

What you will do

• Lead and supervise the daily operations of a team of 15–18 Complaints Specialists.
• Monitor team performance, establish schedules, conduct one-on-ones and staff meetings, and provide coaching and feedback.
• Train team members, enforce policies and standards, and support interviewing and selection.
• Act as an escalation point for complex customer complaints and provide hands-on support when needed.
• Work with QA teams to manage professional development and maintain high customer service standards.
• Monitor service levels, identify process improvements, support project planning, and ensure audit-compliant administrative processes.

Requirements

• High school degree, bachelor's degree, or equivalent military experience.
• At least 3 years of supervisory experience.
• Strong understanding of customer service and process improvement.
• Ability to work independently in a fast-paced, team-oriented environment with strong attention to detail and a positive attitude.
• Ability to work in the Richardson or Draper office three days per week under the hybrid model.

Nice to have

• Additional leadership experience.

Culture & Benefits

• Training and development opportunities and firmwide professional networks.
• Diversity and inclusion initiatives supporting professional and personal growth.
• Wellness, personal finance, and mindfulness programs.
• Reasonable accommodations available during the recruiting process for candidates with disabilities or special needs.