Asset & Wealth Management - Goldman Sachs - Chat Specialist - Richardson
2023-02-16
Full Time
Description
Consumer
The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.
Responsibilities:
- Service Marcus customers through various channels with a focus on communicating via web chat
- Contribute feedback to develop new content and refine the existing content library
- Research escalated customer issues and provide customer-centric resolutions
- Accessing multiple electronic systems and documenting steps taken, while efficiently and accurately completing the customer request
- Participating in projects or process improvements to drive operational excellence
- Meeting established goals for all performance metrics, including call quality, productivity and schedule adherence to provide an exceptional level of service to prospective and current customers
- Abide by applicable regulatory and departmental policies and procedures
- Assisting with inbound and outbound calls when required
Basic Qualifications:
- High School diploma or GED
- 1-2 years customer service or related experience
- Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
Preferred Qualifications:
- Strong written communication skills and typing proficiency
- Excellent attention to detail
- Experience using a session based or continuous messaging platform, such as LiveEngage
- Previous chat experience