Marcus by Goldman Sachs, Tier II Specialist| Draper, UT

Goldman Sachs•Draper, UT

7h•Hybrid

About The Position

As a Tier II Customer Support Specialist, you will handle inbound customer calls and serve as a key escalation point for complex customer inquiries, delivering high-quality, customer-centric resolutions. You will manage both real-time phone interactions and casework, partnering closely with cross-functional teams to investigate issues, identify root causes, and drive continuous process improvements. This role requires strong analytical thinking, sound judgment, and the ability to manage competing priorities in 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