Marcus by Goldman Sachs, Tier II Specialist | Richardson, TX Richardson · · Call Center Represe[...]

Marcus by Goldman Sachs, Tier II Specialist – Richardson, TX Marcus by Goldman Sachs is the online consumer banking business of Goldman Sachs, operating as a digital bank that provides 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 We offer a comprehensive benefits package, including health, dental, disability, and life insurance, paid vacation, financial wellness programs, employee assistance, and wellness initiatives. 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. #J-18808-Ljbffr Goldman Sachs Bank AG