Job Description

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 complaints
• Exceed all quality standards and customer expectations of great service
• Consistently uphold all compliance and regulatory standards in customer dealing
• Provide excellent customer service and provide answers to client questions within set standards
• Follow up on unfavorable surveys responses to understand root cause and remediate/escalate as needed
• Serve as customer advocate for regulatory and non-regulatory complaints
• Participate in the planning of small to moderate scope projects
• Assist in tracking and trend analysis of customer complaints to the end that we reduce complaints and consistently improve the customer experience
• Ensure efficiency in case management to ensure Turn Around Time targets exceeded for all business units
• Demonstrate advanced knowledge of multiple areas of consumer banking operations
• Passion for delivering a great customer experience at scale
• Excellent collaborative, communication, organizational, and problem-solving skills are required

Basic Qualifications

• Bachelor’s degree from a recognized institute 
• Minimum 2 years of customer service experience
• Must 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 skills
• Ability to multi-task in a fast-paced environment
• Excellent communication skills, both verbal and written
• High level of accuracy and attention to detail
• Proficient 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. 

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

© The Goldman Sachs Group, Inc., 2024. All rights reserved.

Goldman Sachs is an equal employment/affirmative action employer

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