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

Goldman Sachs•Richardson, TX

23h•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. It combines Goldman Sachs' extensive expertise with intuitive digital experiences, emphasizing value, transparency, and simplicity for its customers. Marcus is recognized as the largest pure online bank, providing a fully digital experience without physical branches. As a Tier II Customer Support Specialist, you will be responsible for handling inbound customer calls and acting as a key escalation point for complex customer inquiries. The role involves delivering high-quality, customer-centric resolutions, managing both real-time phone interactions and casework. You will collaborate with cross-functional teams to investigate issues, identify root causes, and drive continuous process improvements. This position demands strong analytical thinking, sound judgment, and the ability to manage competing priorities within a fast-paced call center environment.

Requirements

Minimum of 2+ years of experience in a customer-facing or contact center role (Tier II or escalation experience preferred)
Proven experience handling escalated or complex customer issues, demonstrating sound judgment and decision-making
Strong analytical, problem-solving, and organizational skills with the ability to manage multiple priorities in a high-volume environment
Excellent verbal and written communication skills, with the ability to collaborate and influence stakeholders
Client-focused mindset with a strong sense of urgency, ownership, and accountability
Strong interpersonal skills with the ability to positively contribute to team culture and morale
Self-motivated, adaptable, and resilient in a dynamic, evolving environment
Ability to proactively identify issues, ask probing questions, and efficiently resolve customer concerns
High school diploma

Nice To Haves

Tier II or escalation experience preferred

Responsibilities

Act as an escalation point for complex customer inquiries via phone and casework, ensuring timely and effective resolution
Partner with peers and cross-functional teams to identify customer-centric solutions and resolve challenging cases
Investigate issues, identify root causes, and recommend process improvements to enhance operational efficiency
Utilize strong analytical and problem-solving skills to independently manage customer-facing issues and support team initiatives
Participate in projects and continuous improvement efforts to drive operational excellence
Adhere to the Firm’s Business Principles and Customer Service Values in all interactions
Manage assigned casework, meet service level expectations, and ensure accuracy and quality in all outputs
Serve as a role model by delivering exceptional service to prospective and existing customers
Maintain strong performance across key metrics, including call quality, productivity, and adherence