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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