Digital Banking Support Specialist

Goldman Sachs Bank AG; Birmingham; Hybrid; GBP 21,000 - 29,000; Full time

Job summary

Marcus by Goldman Sachs is seeking a Call Center Representative to join our Birmingham-based customer support team. You will handle incoming calls, provide information, assist with account openings and servicing, and work to resolve customer issues with a focus on strong service delivery.

The role requires building rapport with customers, taking ownership of inquiries, and adhering to established procedures for escalations and compliance.

Qualifications

• Experience in customer service, retail banking, or similar roles.
• Strong written and verbal communication skills.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Answer incoming calls from customers, provide product information, and assist with account opening and servicing.
• Build rapport with customers to resolve issues and answer questions.
• Take ownership of enquiries and respond to escalations per procedures.
• Support daily customer account maintenance processes including applications, money moves, and correspondence.
• Document all interactions in the CRM and ensure compliance with policies.
• Aim to meet metrics for call quality, productivity, and customer acquisition.

Skills

Interpersonal communication

Customer service

Problem-solving

Job description

Marcus by Goldman Sachs is seeking a Call Center Representative to join our Birmingham-based customer support team. You will handle incoming calls, provide information, assist with account openings and servicing, and work to resolve customer issues with a focus on strong service delivery.

The role requires building rapport with customers, taking ownership of inquiries, and adhering to established procedures for escalations and compliance.