Overview
Marcus by Goldman Sachs is seeking a Customer Support Agent in Birmingham. The role supports the opening hours of the contact centre (8am to 8pm) with alternative shift patterns over 5 days per week, scheduled in advance. The team upholds customer focus, process innovation and risk management as core principles of support for Marcus by Goldman Sachs, a direct-to-consumer business within Goldman Sachs’ Wealth Management division.
What You’ll Do
* Answer incoming calls from customers; provide product information, account opening services, account servicing and general support
* Build rapport with customers to resolve service issues and respond to questions
* Own customer inquiries and address escalated issues in line with agreed procedures
* Support day-to-day coverage of customer account maintenance processes, including application review and processing, money movement, correspondence and complaint handling
* Document all service interactions for assigned customers in accordance with procedures and compliance policies
* Recognise that quality is measured through call recordings and case auditing
* Meet established goals for metrics such as call and case quality, productivity and customer acquisition by maximizing service to customers
* Communicate professionally with customers, leadership and peers regarding account status and escalations
* Complete ongoing compliance and remedial training as scheduled
* Proactively identify any new issues or risks
What We’re Looking For
* Positive, self-directed, detail-oriented individuals with a passion to deliver exceptional service and the ability to work independently in a team-oriented, fast-paced environment
* Strong interpersonal and communication skills; negotiation skills are a plus
* Good problem-solving skills
* Adaptable, high-energy, and willing to help others
* Excellent team player with analytical and problem-solving abilities to support process improvements
* Excellent written and verbal communication skills
* Experience in a retail banking environment or other similar customer service setting
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. We are headquartered in New York and maintain offices around the world. We are committed to fostering and advancing diversity and inclusion in our workplace and beyond, with opportunities to grow professionally and personally through training, development opportunities, firmwide networks, benefits, wellness and personal finance programs.
Goldman Sachs is an equal employment/affirmative action employer. We are dedicated to reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html
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