Marcus by Goldman Sachs, Tier II Specialist| Draper, UT

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs Marcus operates as a digital bank providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs 150 years of expertise with intuitive digital experiences focusing on value transparency and simplicity for its millions of customers and is recognized as the largest pure online bank delivering a fully digital experience without physical branches.

About the role

As a Tier II Customer Support Specialist you will handle inbound customer calls and serve as a key escalation point for complex customer inquiries delivering high-quality customer-centric resolutions. You will manage both real-time phone interactions and casework partnering closely with cross-functional teams to investigate issues identify root causes and drive continuous process improvements. This role requires strong analytical thinking sound judgment and the ability to manage competing priorities in a fast-paced call center environment.

Responsibilities

Act as an escalation point for complex customer inquiries via phone and casework ensuring timely and effective resolution
Partner with peers and cross-functional teams to identify customer-centric solutions and resolve challenging cases
Investigate issues identify root causes and recommend process improvements to enhance operational efficiency
Utilize strong analytical and problem-solving skills to independently manage customer-facing issues and support team initiatives
Participate in projects and continuous improvement efforts to drive operational excellence
Adhere to the Firms Business Principles and Customer Service Values in all interactions
Manage assigned casework meet service level expectations and ensure accuracy and quality in all outputs
Serve as a role model by delivering exceptional service to prospective and existing customers
Maintain strong performance across key metrics including call quality productivity and adherence

Basic Qualifications

Minimum of 2 years of experience in a customer-facing or contact center role (Tier II or escalation experience preferred)
Proven experience handling escalated or complex customer issues demonstrating sound judgment and decision-making
Strong analytical problem-solving and organizational skills with the ability to manage multiple priorities in a high-volume environment
Excellent verbal and written communication skills with the ability to collaborate and influence stakeholders
Client-focused mindset with a strong sense of urgency ownership and accountability
Strong interpersonal skills with the ability to positively contribute to team culture and morale
Self-motivated adaptable and resilient in a dynamic evolving environment
Ability to proactively identify issues ask probing questions and efficiently resolve customer concerns
High school diploma

Job Shift

Operating hours are Monday to Friday between 8:00 AM and 8:30 PM CT. Your specific shift will vary within these hours. Weekend availability may be required in the future.

Location

Openings are available in Richardson TX and Draper UT. This role operates under a hybrid working model requiring three days per week in the office. Full office attendance may be required in the future.

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. Were 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 committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: The Goldman Sachs Group Inc. 2023. All rights reserved.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race color religion sex national origin age veterans status disability or any other characteristic protected by applicable law.