Tier I Banking Support Specialist | Hybrid Call Center

Goldman Sachs; Draper (UT); Hybrid; USD 21,000 - 30,000; Full time

Job summary

Marcus by Goldman Sachs in Draper, UT, is seeking a Tier I Customer Support Specialist to handle inbound calls, assisting customers with general inquiries, product questions, and basic troubleshooting in a fast-paced call center.

You will help customers navigate and complete applications digitally, document interactions across multiple systems, and escalate complex issues to Tier II when needed. Strong communication and reliability are essential.

Qualifications

• 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.

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

Documentation

Education

High school diploma or GED

Job description

Marcus by Goldman Sachs in Draper, UT, is seeking a Tier I Customer Support Specialist to handle inbound calls, assisting customers with general inquiries, product questions, and basic troubleshooting in a fast-paced call center.

You will help customers navigate and complete applications digitally, document interactions across multiple systems, and escalate complex issues to Tier II when needed. Strong communication and reliability are essential.