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 I Customer Support Specialist, you will primarily handle inbound customer calls, serving as the first point of contact for Marcus’s customers. You will assist customers with general account inquiries, product questions, and basic troubleshooting, delivering high-quality, customer-focused service in a fast-paced call center environment. You will also support customers through digital navigation and application processes while accurately documenting interactions across multiple systems.

Responsibilities

• Handle inbound customer calls, serving as the first point of contact for customer inquiries and providing timely, accurate support

• Assist customers with questions related to Marcus’s products, account activity, and application processes

• Provide website navigation support and guide customers through digital tools and features

• Take appropriate actions on customer accounts, including basic troubleshooting and issue resolution

• Accurately document customer interactions while navigating multiple systems simultaneously

• Escalate more complex or unresolved issues to Tier II or appropriate teams as needed

• Participate in team initiatives, training, and process improvement efforts

• Complete required compliance and regulatory training in a timely manner

• Meet established performance metrics, including call quality, productivity, and schedule adherence

• Adhere to all applicable regulatory requirements, policies, and procedures

Basic Qualifications

• High school diploma or GED

• 1+ year of customer service or contact center experience

• Strong verbal and written communication skills with a customer-focused approach

• Ability to work in a fast-paced, high-volume call center environment

• Strong attention to detail and ability to accurately document customer interactions

• Ability to multitask across systems while managing live customer conversations

• Problem-solving skills with the ability to follow processes and provide clear resolutions

• Reliable, adaptable, and able to maintain a positive attitude in a team environment

Preferred Qualifications

• Experience in contact center or retail banking environments

• Basic understanding of banking products and customer service processes

• Strong interpersonal and relationship-building skills

• Ability to clearly explain product features, terms, and conditions to customers

• Demonstrated follow-up and time management skills

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.