Digital Banking Customer Support Specialist

Goldman Sachs Group, Inc.; Birmingham; On-site; GBP 21,000 - 28,000; Full time

Job summary

Goldman Sachs is recruiting a Customer Support Agent for our Marcus by Goldman Sachs team in Birmingham. You will handle inbound calls, provide product information, assist with account openings and servicing, and maintain accurate records of interactions.

We’re seeking candidates who are customer-focused, with strong communication, problem-solving, and the ability to work independently in a fast-paced environment.

Qualifications

• 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 analytical and problem-solving skills with a view to support changes to processes

Responsibilities

• 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

Skills

Customer service

Communication

Problem solving

Team player

Job description

Goldman Sachs is recruiting a Customer Support Agent for our Marcus by Goldman Sachs team in Birmingham. You will handle inbound calls, provide product information, assist with account openings and servicing, and maintain accurate records of interactions.

We’re seeking candidates who are customer-focused, with strong communication, problem-solving, and the ability to work independently in a fast-paced environment.