Wealth Management-Bengaluru-Chat Process -Digital Operations - Specialist

Wealth Management

Across 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

The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency, and simplicity.

Responsibilities

Service Marcus customers through various channels with a focus on communicating via web chat/mobile app

Meeting established goals for all performance metrics, including chat quality, productivity, CSAT 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

Contribute feedback to develop new content and refine the existing content library

Research and resolve escalated customer issues with customer centric solutions

Utilize strong analytical and problem-solving skills to independently manage customer-facing issues and support team initiatives

Participating in projects or process improvement efforts to drive operational excellence

Basic Qualifications

Bachelor’s degree from a recognized institute

0-1.2 years customer service or related experience

Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)

Preferred Qualifications

Strong written and verbal communication skills with a customer-focused approach and excellent typing proficiency

Demonstrated empathy, patience, and adaptability when handling diverse customer needs

Ability to thrive in a fast-paced, metric-driven environment with a commitment to continuous improvement

Experience using a session based or continuous messaging platform

Ability to multitask across multiple systems while managing concurrent live customer conversations

Strong attention to detail and ability to accurately document customer interactions

Experience in chat support or relevant 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 are 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 are 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

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