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

Marcus by Goldman Sachs - Tier II Specialist (Richardson, TX) Marcus by Goldman Sachs is the online consumer banking business of Goldman Sachs. It operates as a digital bank, providing high-yield savings accounts and certificates of deposit directly to individual consumers. 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. 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. Benefits Healthcare & Medical Insurance: We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance. Financial Wellness & Retirement: We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities. Health Services: We offer a medical advocacy service for employees and family members facing critical health situations, counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices. Fitness: To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity up to a pre-approved amount. Child Care & Family Care: We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available. Benefits at Goldman Sachs: Read more about the full suite of class-leading benefits our firm has to offer. 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. We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. #J-18808-Ljbffr