Marcus by Goldman Sachs, Complaints Specialist, Birmingham Birmingham · United Kingdom · Call C[...]

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

Are you passionate about customer services, operations, and using digital tools to provide solutions to customers? We’re looking for customer services professionals to join our team, who want to use their skills and ideas to provide outstanding support to our customers.

What you’ll do:

• Taking full ownership for your case load and ensuring deadlines are met.
• Carrying out a full review of all aspects of customer concerns in line with company policy and FCA guidelines.
• Using your own initiative to solve problems, collaborate with colleagues and make important choices.
• Speaking on the phone to customers at different stages of your investigation including the resolution of their complaint.
• Liaising with internal departments to gather information and identify opportunities for continuous improvement.
• Ensuring complaints are recorded and investigated accurately, and resolved within regulatory timescales.
• Articulating well considered judgement calls balancing both customer/business risk to senior colleagues, whilst providing an empathetic, knowledgeable and professional telephony/administration service.
• Making prompt and practical business decisions, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes.
• Committing to meet key performance indicators (service levels, operational risk, etc.).
• Supporting process changes to improve the customer journey.
• Adhering to first call resolution in alignment with global standards to promote customer satisfaction.
• Taking ownership of customer enquiries and responding to escalated customer issues in accordance with agreed procedures.
• Managing multiple complaint cases in an accurate, timely and prioritised manner.
• Documenting all service efforts for each assigned account interaction in accordance with established procedures and compliance policies.
• Meeting our call and case audit quality standards so we can deliver good customer outcomes to all of our customers.
• Communicating professionally.
• Embracing change and innovation in the team.
• Providing a flexible and adaptable approach to change and supporting others to respond in a similar way.
• Completing ongoing compliance and remedial training as scheduled.
• Proactively identifying any new issues or risks and proposing solutions to senior stakeholders with the customer in mind.
• Collaborating with colleagues to maximise customer and colleague experience.
• Demonstrating ownership and common sense with all that you do, sharing best practice across teams.

REQUIREMENTS

• Self-directed, detail oriented, positive attitude, driven, able to work independently and in a team-oriented, fast paced environment with a passion to deliver exceptional service to customers.
• Good interpersonal and objection handling skills.
• Excellent written and oral communication skills and ability to adapt your style and approach to the audience and message to be delivered.
• Strong time management skills, able to manage work with varying priorities.
• Adaptable, high energy levels and desire to help others.
• Strong team player.
• Good analytical and problem-solving skills.
• Ability to thoroughly investigate cases from beginning to end.
• Strong communication skills, especially experience with handling challenging calls and verbal resolution whilst remaining calm and focused at all times.
• Excellent listener and able to weigh up the needs of the customer and also the business.
• Ability to connect with people, quick problem-solving ability and positive, can do attitude.

Basic Qualifications

• Experience of complaints handling would be advantageous; however, if you come from a customer facing role, hospitality or retail background and want to explore a new sector, this could be a great opportunity for a career change.
• Experience in a banking, professional service or regulated environment.
• Experience of objection handling during telephone conversations.

Preferred Qualifications

• Experience in delivery of customer service and Microsoft Office.
• Customer Service Banking and Finance.