About this role

OUR IMPACT
Across Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

Marcus by Goldman Sachs
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

YOUR IMPACT

We’re looking for customer advisors that have a passion for customer service to join our growing customer support team. Are you an experienced customer service professional or have a desire to build a career in customer services?

What you’ll do:

- As part of the Payments team, you will be responsible for the processing of various manual deposits and payments.
- Promptly dealing with queries and investigations relating to different payment types such as cheques, CHAPS payments, manual transfer, and payment exceptions
- Responsible for answering calls with our customers including but not limited to, providing product information, account opening services as well as account maintenance.
- Taking ownership of customer enquiries and responding to escalated payment issues in accordance with agreed procedures
- Preparing letters to customers and financial institutions
- Work closely with the reconciliations team to resolve outstanding breaks.
- Ensuring payments are processed within SLA and regulatory requirements are adhered to.
- Recognises that quality is measured through call recordings and case auditing
- Meets established goals for all metrics, including call and case quality, productivity, and customer acquisition by focusing on maximising service to customers
- Actively seek to improve processes and workflows.
- Understands operational risks and proactively identifies any new issues or risks
- Participates in projects to drive operational excellence

REQUIREMENTS

- Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
- Good interpersonal skills, negotiation skills are a plus
- Good problem-solving skills
- Is adaptable, high-energy levels and desire to help others
- Excellent team player
- Good analytical and problem-solving skills with a view to support changes to processes
- Experience of working in payments team is desirable, strong numeracy skills are a must
- Excellent written and verbal communication skills

Preferred Qualifications

- Experience in a retail banking environment

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

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