Digital Operations - Specialist

Marcus by Goldman Sachs, Customer Support Agent, London location_on London, Greater London, England, United Kingdom

Opportunity Overview

CORPORATE TITLE: Call Center Representative
OFFICE LOCATION(S): London
JOB FUNCTION: Digital Operations - Specialist
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. Our direct-to-consumer business provides digital solutions that help customers save and invest.

YOUR IMPACT

We're looking for people that have a passion for customer service and digital banking to join our growing customer support team. Are you an experienced customer service professional or have a desire to build a career in customer services?

Our Customer Support team covers the opening hours of the contact centre, from 8am to 8pm and staff will be required to work alternative shift patterns over 5 days per week, scheduled in advance.

What you'll do:

• Answer incoming calls from customers; providing product information, account opening services as well as account servicing and general support
• Build rapport with our customers to resolve service issues and customer questions
• Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedures
• Support the day-to-day coverage of customer account maintenance processes including but not limited to application review and processing, money movement, correspondence and complaint handling and responses
• Document all service interactions for each assigned customer in accordance with established procedures and compliance policies
• Recognise that quality is measured through call recordings and case auditing
• Meet established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
• Communicate professionally with customers, leadership and peers on status of accounts and escalations in accordance with established standards
• Complete ongoing compliance and remedial training as scheduled
• Proactively identify any new issues or risks

What we're looking for:

• Positive, self-directed, detail oriented individuals with a passion to deliver exceptional service to customers and able to work independently in a team-oriented and fast paced environment
• Strong interpersonal and communication skills, negotiation skills are a plus
• Good problem-solving skills
• Is adaptable, high-energy levels and desire to help others
• Excellent team player
• Good analytical and problem-solving skills with a view to support changes to processes
• Excellent written and verbal communication skills
• Experience in a retail banking environment or other similar customer service environment

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.

Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity.