Marcus by Goldman Sachs, Customer Support Agent, Birmingham
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.
YOUR IMPACT
We’re looking for people that have a passion for customer service and digital banking to join our growing customer support team. Are you an experienced customer service professional or have a desire to build a career in customer services?
Our Customer Support team covers the opening hours of the contact centre, from 8am to 8pm and staff will be required to work alternative shift patterns over 5 days per week, scheduled in advance.
What you’ll do:
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
What we’re looking for:
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
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.