Tier Specialist

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' 150+ years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and 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: https://www.goldmansachs.com/careers/footer/disability-statement.html

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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.