• CIMD - Marcus by Goldman Sachs - Customer Support Agent - Milton Keynes

    Location(s) UK-London
    Job ID
    Schedule Type
    Full Time
    Consumer and Investment Management Division
    Business Unit
    UK Deposits Delivery
    Employment Type



    The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.


    Marcus by Goldman Sachs was launched in the UK in September 2019 to offer UK savers leading products and services from our deposits business.  Our customer care teams are based across two sites in the UK; London and Milton Keynes. 


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


    Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes, and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

    Job Summary & Responsibilities

    • Responsible for answering incoming calls from GS Bank customers and prospects providing product information, account opening services as well as account maintenance
    • Builds rapport with our customers to resolve service issues and customer questions
    • Takes ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
    • Responsible for the day to day coverage of customer account maintenance processes including but not limited to application review and processing, funds transfer, exception processing, correspondence and complaint monitoring and response
    • Ensures all accounts in assigned lists are managed accurately and timely
    • Documents all service efforts for each assigned account in accordance with established procedures and compliance policies
    • Recognizes that quality is measured through call recordings and case auditing
    • Meets established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximizing service to customers
    • Communicates professionally and regularly with leadership and peers on status of accounts and escalations in accordance with established standards
    • Completes ongoing compliance and remedial training as scheduled
    • Has an understanding of Operational Risks
    • Pro-actively identifies any new issues or risks
    • Participates in projects to drive operational excellence


    • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
    • Good interpersonal skills, negotiation skills are a plus
    • Good problem solving skills
    • Is adaptable, high energy levels and desire to help others
    • Good team player
    • Good analytical and problem-solving skills
    • Good written and verbal communication skills


    Basic Qualifications

    • Experience in delivery of customer service


    Preferred Qualifications

    • Experience in a retail banking environment
    • Degree/Diploma or equivalent military experience


    The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.



    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're 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’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., 2020. All rights reserved.
    Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity