Wealth Management-Bengaluru-Chat Process Digital Operations Specialist

WealthManagement

Across Wealth Management Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning investment management banking and comprehensive advice to a wide range of clients including ultra-high net worth and high net worth individuals as well as family offices foundations and endowments and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customerssave andinvest. Across Wealth Management our growth is driven by a relentless focus on our people our clients and customers and leading-edge technology data and design.

Marcus by Goldman Sachs

The firmsdirect-to-consumer business Marcus by Goldman Sachs combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today we serve millions of customers across multiple products leveraging innovative design data engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value transparency and simplicity.

Responsibilities

• Service Marcus customers through various channels with a focus on communicating via web chat/mobile app

• Meeting established goals for all performance metrics including chat quality productivity CSAT and schedule adherence to provide an exceptional level of service to prospective and current customers

• Abide by applicable regulatory and departmental policies and procedures

• Assisting with inbound and outbound calls when required

• Contribute feedback to develop new content and refine the existing content library

• Research and resolve escalated customer issues withcustomer centric solutions

• Utilize strong analytical and problem-solving skills to independently manage customer-facing issues and support team initiatives

• Participating in projects or process improvement efforts to drive operational excellence

Basic Qualifications

• Bachelors degree from a recognized institute

• 0-1.2 years customer service or related experience

• Proficient with Microsoft Suite (including Word Excel PowerPoint and Outlook)

Preferred Qualifications

• Strongwritten and verbal communication skillswith a customer-focused approach and excellent typing proficiency

• Demonstratedempathy patience and adaptabilitywhen handling diverse customer needs

• Ability to thrive in afast-paced metric-driven environmentwith a commitment to continuous improvement

• Experience using a session based or continuous messaging platform

• Ability tomultitask across multiple systemswhile managing concurrent live customer conversations

• Strong attention to detail and ability to accurately document customer interactions

• Experience in chat support or relevant banking environment

ABOUT GOLDMAN SACHS