Marcus by Goldman Sachs, Tier I Specialist| Richardson, TX Richardson · · Call Center Representative

Goldman Sachs; Richardson (TX); Hybrid; USD 32,000 - 52,000; Full time

Job summary

Marcus by Goldman Sachs in Richardson, TX is seeking a Tier I Customer Support Specialist to handle inbound calls, assist with product and account questions, and guide customers through digital tools in a fast-paced call center.

You will document interactions across multiple systems, escalate complex issues, complete regulatory training, and strive to meet performance metrics while providing a positive, customer-focused experience.

Qualifications

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

Responsibilities

• Handle inbound customer calls, serving as the first point of contact for customer inquiries and providing timely, accurate support.
• Assist customers with questions related to Marcus’s products, account activity, and application processes.
• Provide website navigation support and guide customers through digital tools and features.
• Take appropriate actions on customer accounts, including basic troubleshooting and issue resolution.
• Accurately document customer interactions while navigating multiple systems simultaneously.
• Escalate more complex or unresolved issues to Tier II or appropriate teams as needed.
• Participate in team initiatives, training, and process improvement efforts.
• Complete required compliance and regulatory training in a timely manner.
• Meet established performance metrics, including call quality, productivity, and schedule adherence.
• Adhere to all applicable regulatory requirements, policies, and procedures.

Skills

Customer service

Communication

Multitasking

Education

High school diploma or GED

Job description

Marcus by Goldman Sachs, Tier I Specialist| Richardson, TX location_on Richardson, TX, United States

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' 150+ years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.

About the role

As a Tier I Customer Support Specialist, you will primarily handle inbound customer calls, serving as the first point of contact for Marcus’s customers. You will assist customers with general account inquiries, product questions, and basic troubleshooting, delivering high-quality, customer-focused service in a fast-paced call center environment. You will also support customers through digital navigation and application processes while accurately documenting interactions across multiple systems.

Responsibilities

• Handle inbound customer calls, serving as the first point of contact for customer inquiries and providing timely, accurate support
• Assist customers with questions related to Marcus’s products, account activity, and application processes
• Provide website navigation support and guide customers through digital tools and features
• Take appropriate actions on customer accounts, including basic troubleshooting and issue resolution
• Accurately document customer interactions while navigating multiple systems simultaneously
• Escalate more complex or unresolved issues to Tier II or appropriate teams as needed
• Participate in team initiatives, training, and process improvement efforts
• Complete required compliance and regulatory training in a timely manner
• Meet established performance metrics, including call quality, productivity, and schedule adherence
• Adhere to all applicable regulatory requirements, policies, and procedures

Basic Qualifications

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

Preferred Qualifications

• Experience in contact center or retail banking environments
• Basic understanding of banking products and customer service processes
• Strong interpersonal and relationship-building skills
• Ability to clearly explain product features, terms, and conditions to customers
• Demonstrated follow-up and time management skills

Job Shift

Operating hours are Monday to Friday, between 8:00 AM and 8:30 PM CT. Your specific shift will vary within these hours. Weekend availability may be required in the future.

Location

Openings are available in Richardson, TX, and Draper, UT. This role operates under a hybrid working model, requiring three days per week in the office. Full office attendance may be required in the future.

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 opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

Healthcare & Medical Insurance

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.