Marcus by Sachs, Tier I Specialist

About the Role

As a Tier I Customer Support Specialist for Marcus by Goldman Sachs, you will be the first point of contact for customers, handling inbound calls in a fast-paced call center environment. You will provide customer-focused service, assisting with inquiries, product questions, and basic troubleshooting. This role involves supporting customers through digital navigation and application processes, and accurately documenting interactions across multiple systems.

Key Responsibilities

• Handle inbound customer calls, providing timely and 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 unresolved issues to Tier II or appropriate teams.
• Participate in team initiatives, training, and process improvement efforts.
• Complete required compliance and regulatory training.
• Meet established performance metrics for call quality, productivity, and schedule adherence.
• Adhere to all applicable regulatory requirements, policies, and procedures.

Requirements & Tech Stack

• 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.
• Specific shift will vary within these hours.
• Weekend availability may be required in the future.

Location

• Openings 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.