Marcus , Customer Support Agent

Wealth Management 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 customers save and invest. 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.

Job Description

Wealth Management 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 customers save and invest. 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 firm’s direct-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.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service teams play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

• Answer incoming calls from customers; providing product information, account opening services as well as account servicing and general support
• Build rapport with our customers to resolve service issues and customer questions
• Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedures
• Support the day-to-day coverage of customer account maintenance processes including but not limited to application review and processing, money movement, correspondence and complaint handling and responses
• Document all service interactions for each assigned customer in accordance with established procedures and compliance policies
• Recognise that quality is measured through call recordings and case auditing
• Meet established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
• Communicate professionally with customers, leadership and peers on status of accounts and escalations in accordance with established standards
• Complete ongoing compliance and remedial training as scheduled
• Proactively identify any new issues or risks

• Positive, self-directed, detail oriented individuals with a passion to deliver exceptional service to customers and able to work independently in a team-oriented and fast paced environment
• Strong interpersonal and communication skills, negotiation skills are a plus
• Good problem-solving skills
• Is adaptable, high-energy levels and desire to help others
• Excellent team player
• Good analytical and problem-solving skills with a view to support changes to processes
• Excellent written and verbal communication skills
• Experience in a retail banking environment or other similar customer service environment

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…