Marcus by Goldman Sachs, Tier I Specialist| Richardson, TX

Goldman Sachs • Richardson, TX

1d • Hybrid

About The Position

Marcus by Goldman Sachs is the online consumer banking business of Goldman Sachs, operating as a digital bank that offers high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' extensive expertise with intuitive digital experiences, emphasizing value, transparency, and simplicity for its customers. It is recognized as the largest pure online bank, providing a fully digital experience without physical branches. As a Tier I Customer Support Specialist, you will be the first point of contact for Marcus’s customers, primarily handling inbound customer calls. Your role will involve assisting customers with general account inquiries, product questions, and basic troubleshooting, ensuring high-quality, customer-focused service in a fast-paced call center environment. You will also support customers with digital navigation and application processes, accurately documenting all interactions across multiple systems.

Requirements

• High school diploma or GED
• 1+ year of customer service or contact center experience
• Strong verbal and written communication skills with a customer-focused approach
• Ability to work in a fast-paced, high-volume call center environment
• Strong attention to detail and ability to accurately document customer interactions
• Ability to multitask across systems while managing live customer conversations
• Problem-solving skills with the ability to follow processes and provide clear resolutions
• Reliable, adaptable, and able to maintain a positive attitude in a team environment

Nice To Haves

• Experience in contact center or retail banking environments
• Basic understanding of banking products and customer service processes
• Strong interpersonal and relationship-building skills
• Ability to clearly explain product features, terms, and conditions to customers
• Demonstrated follow-up and time management skills

Responsibilities

• Handle inbound customer calls, serving as the first point of contact for customer inquiries and providing timely, accurate support
• Assist customers with questions related to Marcus’s products, account activity, and application processes
• Provide website navigation support and guide customers through digital tools and features
• Take appropriate actions on customer accounts, including basic troubleshooting and issue resolution
• Accurately document customer interactions while navigating multiple systems simultaneously
• Escalate more complex or unresolved issues to Tier II or appropriate teams as needed
• Participate in team initiatives, training, and process improvement efforts
• Complete required compliance and regulatory training in a timely manner
• Meet established performance metrics, including call quality, productivity, and schedule adherence
• Adhere to all applicable regulatory requirements, policies, and procedures

Benefits

• Training and development opportunities
• Firmwide networks
• Benefits
• Wellness programs
• Personal finance offerings
• Mindfulness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED