Hybrid Banking Support Specialist - Tier I

SRI Conference; Draper (UT); Hybrid; USD 32,000 - 52,000; Full time

Job summary

Marcus by Goldman Sachs seeks a Tier I Customer Support Specialist to handle inbound calls, assist with general account inquiries, product questions, and basic troubleshooting in a fast-paced call center. You will guide customers through digital navigation and document interactions across multiple systems.

You will also support compliance training, meet performance metrics, and escalate complex issues as needed while maintaining a customer-focused approach and strong attention to detail.

Qualifications

• 1+ year of customer service or contact center experience.
• Strong verbal and written communication with a customer-focused approach.
• Ability to work in a fast-paced, high-volume call center environment.
• Strong attention to detail and ability to document interactions accurately.
• Multitask across systems while managing live customer conversations.
• Problem-solving skills with the ability to follow processes and provide clear resolutions.
• Reliable, adaptable, and positive in a team environment.

Responsibilities

• Handle inbound customer calls as first point of contact for inquiries and support.
• Assist customers with questions about Marcus products, account activity, and application processes.
• Provide website navigation support and guide customers through digital tools and features.
• Document customer interactions accurately across multiple systems.
• Escalate complex issues to Tier II or appropriate teams when needed.
• Participate in team initiatives, training, and process improvement efforts.
• Complete compliance and regulatory training in a timely manner.
• Meet performance metrics including call quality, productivity, and schedule adherence.
• Adhere to regulatory requirements, policies, and procedures.

Skills

Customer service

Communication

Multitasking

Documentation

Regulatory compliance

Problem solving

Team player

Education

High school diploma or GED

Tools

CRM systems

Job description

Marcus by Goldman Sachs seeks a Tier I Customer Support Specialist to handle inbound calls, assist with general account inquiries, product questions, and basic troubleshooting in a fast-paced call center. You will guide customers through digital navigation and document interactions across multiple systems.

You will also support compliance training, meet performance metrics, and escalate complex issues as needed while maintaining a customer-focused approach and strong attention to detail.