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

Marcus By Goldman Sachs

Marcus operates as the online consumer banking business of Goldman Sachs, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Combining Goldman Sachs' 150+ years of expertise with intuitive digital experiences, Marcus focuses on value, transparency, and simplicity for its millions of customers. It is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.

About the Role

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.

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

Basic Qualifications

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

Job Shift

Operating hours are Monday to Friday, between 8:00 AM and 8:30 PM CT. Your specific shift will vary within these hours. Weekend availability may be required in the future.

Location

Openings are available in Richardson, TX, and Draper, UT. This role operates under a hybrid working model, requiring three days per week in the office. Full office attendance may be required in the future.

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.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness, and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more:

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Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.