Asset & Wealth Management, Marcus by Goldman Sachs, Tier II Servicing Specialist, Richardson, Texas
Opportunity Overview
CORPORATE TITLE: Call Center Representative
OFFICE LOCATION(S): Richardson
DIVISION: Asset & Wealth Management
Wealth Management
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.
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 solution 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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