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

Goldman Sachs · Bengaluru, Karnataka, India

Full-time · Entry level · Posted 17 days ago

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
[https://www.goldmansachs.com/careers/footer/disability-statement.html]