Marcus by Goldman Sachs, Customer Support Agent, Birmingham

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

Marcus by Goldman Sachs, Customer Support Agent, Birmingham

Birmingham, West Midlands, England, United Kingdom

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.

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 fromcustomers; 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. 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

Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity

Job Info

• Job Identification 144843


• Job Category Call Center Representative


• Locations Birmingham, West Midlands, England, United Kingdom

Healthcare & Medical Services

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

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer..

Learn More