Wealth Management-Bengaluru-Chat Process -Digital Operations - Specialist Bengaluru · India · C[...]

Goldman Sachs Bank AG; Bengaluru; On-site; INR 260,000 - 380,000; Full time

Job summary

Goldman Sachs Bank AG presents a customer service role within Marcus by Goldman Sachs, focusing on web chat and mobile app support for Marcus customers. The position emphasizes responding to inquiries, meeting performance targets, and upholding regulatory guidelines, with opportunities to contribute to content and process improvements.

The role requires a bachelor’s degree and 0–1.2 years of relevant experience, plus proficiency in Microsoft Office and strong communication skills, including

Qualifications

• Bachelor’s degree from a recognized institute.
• 0-1.2 years customer service or related experience.
• Proficient with Microsoft Suite (Word, Excel, PowerPoint, Outlook).
• Strongwritten and verbal communication skills with a customer-focused approach and excellent typing proficiency.

Responsibilities

• Serve Marcus customers through various channels with a focus on web chat/mobile app.
• Meet goals for performance metrics including chat quality, productivity, CSAT and schedule adherence.
• Abide by regulatory and departmental policies and procedures.
• Assist with inbound and outbound calls when required.
• Contribute feedback to develop content and refine the knowledge base.
• Research and resolve escalated customer issues with customer-centric solutions.
• Use analytical and problem-solving skills to manage customer-facing issues and support team initiatives.
• Participate in projects to drive operational excellence.

Skills

Customer service

Communication skills

Typing proficiency

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

WealthManagement

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 customerssave andinvest. 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’sdirect-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.

Responsibilities

• Service Marcus customers through various channels with a focus on communicating via web chat/mobile app
• Meeting established goals for all performance metrics, including chat quality, productivity, CSAT and schedule adherence, to provide an exceptional level of service to prospective and current customers
• Abide by applicable regulatory and departmental policies and procedures
• Assisting with inbound and outbound calls when required
• Contribute feedback to develop new content and refine the existing content library
• Research and resolve escalated customer issues withcustomer centric solutions
• Utilize strong analytical and problem-solving skills to independently manage customer-facing issues and support team initiatives
• Participating in projects or process improvement efforts to drive operational excellence

Basic Qualifications

• Bachelor’s degree from a recognized institute
• 0-1.2 years customer service or related experience
• Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)

Preferred Qualifications

• Strongwritten and verbal communication skillswith a customer-focused approach and excellent typing proficiency
• Demonstratedempathy, patience, and adaptabilitywhen handling diverse customer needs
• Ability to thrive in afast-paced, metric-driven environmentwith a commitment to continuous improvement
• Experience using a session based or continuous messaging platform
• Ability tomultitask across multiple systemswhile managing concurrent live customer conversations
• Strong attention to detail and ability to accurately document customer interactions
• Experience in chat support or relevant banking 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 are 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 offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

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 Services

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).

Child Care & Family Care

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.