Marcus by Goldman Sachs
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.
YOUR IMPACT
Are you passionate about customer services, operations, and using digital tools to provide solutions to customers. We’re looking for customer services professionals to join our team, who want to use their skills and ideas to provide outstanding support to our customers.
What you’ll do:
1. Taking full ownership for your case load and ensuring deadlines are met
2. Carrying out a full review of all aspects of customer concerns in line with company policy and FCA guidelines
3. Using your own initiative to solve problems, collaborate with colleagues and make important choices
4. Speaking on the phone to customers at different stages of your investigation including the resolution of their complaint
5. Liaising with internal departments to gather information and identify opportunities for continuous improvement
6. Ensuring complaints are recorded and investigated accurately, and resolved within regulatory timescales
7. Articulating well considered judgement calls balancing both customer/business risk to senior colleagues, whilst providing an empathetic, knowledgeable and professional telephony/administration service
8. Making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
9. Committing to meet key performance indicators (service levels, operational risk,
10. Supporting process changes to improve the customer journey
11. Adhering to first call resolution in alignment with global standards to promote customer satisfaction
12. Taking ownership of customer enquiries and responding to escalated customer issues in accordance with agreed procedures
13. Managing multiple complaint cases in an accurate, timely and prioritised manner
14. Documenting all service efforts for each assigned account interaction in accordance with established procedures and compliance policies
15. Meeting our call and case audit quality standards so we can deliver good customer outcomes to all of our customers
16. Communicating professionally
17. Embracing change and innovation in the team
18. Providing a flexible and adaptable approach to change and supporting others to respond in a similar way
19. Completing ongoing compliance and remedial training as scheduled
20. Proactively identifying any new issues or risks and proposing solutions to senior stakeholders with the customer in mind
21. Collaborating with colleagues to maximise customer and colleague experience
22. Demonstrating ownership and common sense with all that you do, sharing best practice across teams
REQUIREMENTS
23. Self-directed, detail oriented, positive attitude, driven, able to work independently and in a team-oriented, fast paced environment with a passion to deliver exceptional service to customers
24. Good interpersonal and objection handling skills
25. Excellent written and oral communication skills and ability to adapt your style and approach to the audience and message to be delivered
26. Strong time management skills, able to manage work with varying priorities
27. Adaptable, high energy levels and desire to help others
28. Strong team player
29. Good analytical and problem-solving skills
30. Attention to detail
31. Ability to thoroughly investigate cases from beginning to end
32. Strong communication skills, especially experience with handling challenging calls and verbal resolution whilst remaining calm and focused at all times
33. Excellent listener and able to weigh up the needs of the customer and also the business
34. Ability to connect with people, quick problem-solving ability and positive, can do attitude
Basic Qualifications
35. Experience of complaints handling would be advantageous however if you come from a customer facing role, hospitality or retail background and want to explore a new sector, this could be a great opportunity for a career change.
36. Experience in a banking, professional service or regulated environment
37. Experience of objection handling during telephone conversations
Preferred Qualifications
38. Experience in delivery of customer service and Microsoft Office
39. Customer Service
40. Banking and Finance
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. Headquartered in New York, we maintain offices around the world. We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at /careers. We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.