Marcus by Goldman Sachs, Complaints Specialist, Birmingham
Join to apply for the Marcus by Goldman Sachs, Complaints Specialist, Birmingham role at Goldman Sachs.
Job Description
OUR IMPACT
Marcus by Goldman Sachs is the firm’s direct-to-consumer business, combining the entrepreneurial spirit of a start-up with over 150 years of experience. We serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide powerful, transparent, and simple tools and products.
Our division ensures smooth business operations and excellent user experience, with customer service teams playing a vital role in upholding customer focus, process innovation, and risk management principles.
YOUR IMPACT
If you are passionate about customer service, operations, and digital tools, you could be a great fit. We seek professionals eager to use their skills and ideas to support our customers and improve our processes.
Our team partners across the firm to lead, manage, and improve digital tools and operations, always focusing on customer support principles.
Job Summary & Responsibilities
* Own your caseload and meet deadlines
* Review customer concerns thoroughly, following company policy and FCA guidelines
* Use initiative to solve problems, collaborate, and make decisions
* Communicate with customers via phone at various investigation stages, including resolution
* Coordinate with internal departments for information gathering and process improvements
* Record, investigate, and resolve complaints within regulatory timeframes
* Provide empathetic, knowledgeable service, balancing customer and business risks
* Make prompt business decisions, even in ambiguity, considering multiple perspectives
* Follow first call resolution standards to ensure customer satisfaction
* Handle escalated inquiries as per procedures
* Maintain quality standards for calls and case handling
* Support change and innovation, assisting others in adapting
* Complete compliance and remedial training as scheduled
* Identify new issues or risks and propose solutions to stakeholders
* Demonstrate ownership, share best practices, and exercise common sense
Requirements
* Experience in complaints handling is advantageous; customer-facing roles in hospitality or retail are also suitable for a career change
* Experience in banking, professional services, or regulated environments
* Ability to handle objections over the phone, with strong listening skills
* Self-motivated, detail-oriented, positive, and able to work independently and in teams
* Excellent communication skills, adaptable to different audiences
* Strong time management and prioritization skills
* High energy, adaptable, and team-oriented
* Analytical and problem-solving skills for end-to-end case investigation
* Calm and focused communication, especially with challenging calls
* Quick problem-solving, positive attitude, and ability to connect with people
About Goldman Sachs
Goldman Sachs is committed to diversity, inclusion, and professional growth, offering various training, benefits, and wellness programs. We are an equal opportunity employer and support candidates with disabilities during the recruitment process.
Founded in 1869, headquartered in New York, we serve clients worldwide.
#J-18808-Ljbffr