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:
- Provide assistance and support to escalated customers seeking resolution.
- Act as a primary point of contact to seek out customer-centric solutions with peers and business partners.
- Participate in projects and/or process improvements to drive operational excellence.
- Utilize analytical and problem solving skills to solve customer facing issues independently or as part of a team.
- Knowledge of and adherence to the Firm's Business Principles and Customer Service Values.
- Meet established goals for all performance metrics, including call quality, productivity and schedule adherence.
- Set the example by providing an exceptional level of service to prospective and current customers.
Requirements:
- Strong sense of responsibility and reliability, minimizing tardies and unplanned occurrences.
- Resiliency and adaptability to lead through various business changes.
- Ability to positively impact team culture and morale.
Basic Qualifications:
- Ability to work in a fast-paced environment while delivering exemplary customer service.
- Minimum 2 years of experience in customer facing roles (Senior Agent or Tier II preferred).
- Ability to collaborate, communicate effectively and influence others.
- Proactive, flexible and ability to prioritize multiple tasks effectively.
- Strong interpersonal, communication, and problem solving skills.
- Client-centric with an inherent sense of urgency.
- Ability to ask probing questions and actively listen to efficiently answer questions and clarify processes.
- Strong verbal and written communication skills, as well as strong organizational skills.
- Energetic, enthusiastic, and a self-starter.
- Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook).
Preferred Qualifications:
- Knowledge of deposit products and basic securities concepts.
- Bachelor’s degree (U.S. or equivalent).
- Experience in a start-up environment.
- Strong analytical, problem solving, facilitation, organization, and planning skills.
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