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For Companies At a Glance
- Tasks: Manage customer complaints and ensure timely resolutions while maintaining high service standards.
- Company: Join Goldman Sachs, a leading global investment firm with over 150 years of experience.
- Benefits: Enjoy diverse training, wellness programs, and a commitment to diversity and inclusion.
- Why this job: Be part of a dynamic team that values innovation and customer support in a fast-paced environment.
- Qualifications: Experience in customer service or complaints handling is preferred; strong communication skills are essential.
- Other info: This role offers a chance to grow within a reputable company focused on professional development.
The predicted salary is between 28800 - 43200 £ per year.
Overview
Marcus by Goldman Sachs is the online consumer banking business of Goldman Sachs, operating as a digital bank that provides online savings products directly to individual consumers. Marcus combines Goldman Sachs\’ long-standing expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its customers.
What You’ll Do
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.
- 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, while 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 call and case audit quality standards to deliver good customer outcomes
- Communicating professionally
- Embracing change and innovation in the team
- Providing a flexible and adaptable approach to change and supporting others to respond similarly
- Completing ongoing compliance and remedial training as scheduled
- Proactively identifying 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
- Attention to detail
- 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
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 are committed to fostering and advancing diversity and inclusion in our workplace and beyond by ensuring every individual within our firm has 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
© The Goldman Sachs Group, Inc., 2023. All rights reserved. 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.
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Marcus by Goldman Sachs, Complaints Specialist, Birmingham employer: Goldman Sachs
Contact Detail:
Goldman Sachs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Marcus by Goldman Sachs, Complaints Specialist, Birmingham
✨Tip Number 1
Familiarise yourself with the principles of customer service and complaints handling. Understanding the key concepts and best practices in these areas will help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Research Marcus by Goldman Sachs and their approach to customer service. Knowing their values and how they operate can give you an edge when discussing how you can contribute to their team.
✨Tip Number 3
Prepare for role-play scenarios that may come up during the interview process. Practising how to handle difficult customer interactions can showcase your problem-solving skills and calm communication style.
✨Tip Number 4
Network with current or former employees of Goldman Sachs, especially those in customer service roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach.
We think you need these skills to ace Marcus by Goldman Sachs, Complaints Specialist, Birmingham
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Complaints Specialist position. Tailor your application to highlight relevant experiences that align with these aspects.
Highlight Relevant Experience: Emphasise any previous experience in complaints handling or customer service roles, especially in banking or regulated environments. Use specific examples to demonstrate your problem-solving skills and ability to manage customer concerns effectively.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for customer service and your understanding of the company's values. Mention how your skills can contribute to improving processes and enhancing customer satisfaction at Marcus by Goldman Sachs.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the role of a Complaints Specialist.
How to prepare for a job interview at Goldman Sachs
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer service, be prepared to discuss your previous experiences in handling complaints or difficult situations. Use specific examples that highlight your ability to empathise with customers and resolve issues effectively.
✨Understand the Company and Its Values
Research Marcus by Goldman Sachs and understand their mission and values. Be ready to explain how your personal values align with theirs, especially regarding customer focus and innovation in service delivery.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss scenarios where you had to think on your feet and solve problems quickly. Highlight your analytical skills and how you approach investigations, as this is crucial for the Complaints Specialist role.
✨Practice Calm Communication
Given that you'll be dealing with complaints, practice maintaining a calm and focused tone during mock interviews. This will help you convey confidence and professionalism, especially when discussing challenging calls or situations.
