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:

Taking full ownership for your case load and ensuring deadlines are metCarrying out a full review of all aspects of customer concerns in line with company policy and FCA guidelinesUsing your own initiative to solve problems, collaborate with colleagues and make important choicesSpeaking on the phone to customers at different stages of your investigation including the resolution of their complaintLiaising with internal departments to gather information and identify opportunities for continuous improvementEnsuring complaints are recorded and investigated accurately, and resolved within regulatory timescalesArticulating well considered judgement calls balancing both customer/business risk to senior colleagues, whilst providing an empathetic, knowledgeable and professional telephony/administration serviceMaking prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomesCommitting to meet key performance indicators (service levels, operational risk, etc.)Supporting process changes to improve the customer journeyAdhering to first call resolution in alignment with global standards to promote customer satisfactionTaking ownership of customer enquiries and responding to escalated customer issues in accordance with agreed proceduresManaging multiple complaint cases in an accurate, timely and prioritised mannerDocumenting all service efforts for each assigned account interaction in accordance with established procedures and compliance policiesMeeting our call and case audit quality standards so we can deliver good customer outcomes to all of our customersCommunicating professionallyEmbracing change and innovation in the teamProviding a flexible and adaptable approach to change and supporting others to respond in a similar wayCompleting ongoing compliance and remedial training as scheduledProactively identifying any new issues or risks and proposing solutions to senior stakeholders with the customer in mindCollaborating with colleagues to maximise customer and colleague experienceDemonstrating ownership and common sense with all that you do, sharing best practice across teams

 

REQUIREMENTS

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 customersGood interpersonal and objection handling skillsExcellent written and oral communication skills and ability to adapt your style and approach to the audience and message to be deliveredStrong time management skills, able to manage work with varying prioritiesAdaptable, high energy levels and desire to help othersStrong team playerGood analytical and problem-solving skillsAttention to detailAbility to thoroughly investigate cases from beginning to endStrong communication skills, especially experience with handling challenging calls and verbal resolution whilst remaining calm and focused at all timesExcellent listener and able to weigh up the needs of the customer and also the businessAbility to connect with people, quick problem-solving ability and positive, can do attitude

 

Basic Qualifications

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.Experience in a banking, professional service or regulated environmentExperience of objection handling during telephone conversations

 

Preferred Qualifications

Experience in delivery of customer service and Microsoft OfficeCustomer ServiceBanking 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 GS.com/careers. 
  We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html
  © 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.