Digital Operations Specialist - Wealth Management Chat Support

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