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.

Responsibilities

 

Serve as 2nd level escalation tier for servicing, and back office related complaintsExceed all quality standards and customer expectations of great serviceConsistently uphold all compliance and regulatory standards in customer dealingProvide excellent customer service and provide answers to client questions within set standardsFollow up on unfavorable surveys responses to understand root cause and remediate/escalate as neededServe as customer advocate for regulatory and non-regulatory complaintsParticipate in the planning of small to moderate scope projectsAssist in tracking and trend analysis of customer complaints to the end that we reduce complaints and consistently improve the customer experienceEnsure efficiency in case management to ensure Turn Around Time targets exceeded for all business unitsDemonstrate advanced knowledge of multiple areas of consumer banking operationsPassion for delivering a great customer experience at scaleExcellent collaborative, communication, organizational, and problem-solving skills are required

 

Basic Qualifications

 

Bachelor’s degree from a recognized institute Minimum 2 years of customer service experienceMust have a positive attitude and be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast paced environment.Partner with multiple business functions to deliver complaint resolution and ensuring risks are appropriately mitigated.Showcase your attention to detail and ability to manage several tasks at once by ensuring all cases are appropriately investigated and resolved.Demonstrate basic banking knowledge with an emphasis on customer experience and company culture.

 

Preferred Qualifications

 

Strong problem solving and analytical/accounting skillsAbility to multi-task in a fast-paced environmentExcellent communication skills, both verbal and writtenHigh level of accuracy and attention to detailProficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)Identify processes and controls improvement by leveraging constant evolving tools that can be used to build scalability without introducing new risks.

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. 

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