Marcus Goldman Sachs, Tier II Specialist | Richardson, TX

Marcus by Goldman Sachs, Tier II Specialist | Richardson, TX

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high‑yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' 150+ years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.

Marcus by Goldman Sachs

As a Tier II Customer Support Specialist, you will handle inbound customer calls and serve as a key escalation point for complex customer inquiries, delivering high‑quality, customer‑centric resolutions. You will manage both real‑time phone interactions and casework, partnering closely with cross‑functional teams to investigate issues, identify root causes, and drive continuous process improvements. This role requires strong analytical thinking, sound judgement, and the ability to manage competing priorities in a fast‑paced, call‑center environment.

• Act as an escalation point for complex customer inquiries via phone and casework, ensuring timely and effective resolution
• Partner with peers and cross‑functional teams to identify customer‑centric solutions and resolve challenging cases
• Investigate issues, identify root causes, and recommend process improvements to enhance operational efficiency
• Utilize strong analytical and problem‑solving skills to independently manage customer‑facing issues and support team initiatives
• Participate in projects and continuous improvement efforts to drive operational excellence
• Adhere to the Firm’s Business Principles and Customer Service Values in all interactions
• Manage assigned casework, meet service level expectations, and ensure accuracy and quality in all outputs
• Serve as a role model by delivering exceptional service to prospective and existing customers
• Maintain strong performance across key metrics, including call quality, productivity, and adherence

• Minimum of 2+ years of experience in a customer‑facing or contact center role (Tier II or escalation experience preferred)
• Proven experience handling escalated or complex customer issues, demonstrating sound judgement and decision‑making
• Strong analytical, problem‑solving, and organisational skills with the ability to manage multiple priorities in a high‑volume environment
• Excellent verbal and written communication skills, with the ability to collaborate and influence stakeholders
• Client‑focused mindset with a strong sense of urgency, ownership, and accountability
• Strong interpersonal skills with the ability to positively contribute to team culture and morale
• Self‑motivated, adaptable, and resilient in a dynamic, evolving environment
• Ability to proactively identify issues, ask probing questions, and efficiently resolve customer concerns
• High school diploma

Operating hours are Monday to Friday, between 8:00 AM and 8:30 PM CT. Your specific shift will vary within these hours. Weekend availability may be required in the future.

Openings are 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.

• Competitive vacation policies based on employee level and office location; generous vacation entitlement and minimum three weeks expected usage each year.
• Financial wellness and retirement support, including financial guidance, higher education assistance, and various educational resources.
• Health benefits, including medical advocacy, Employee Assistance Program, global medical, security and travel assistance, workplace ergonomics program, and on‑site health centers in certain offices.
• Fitness support through on‑site fitness centers or reimbursement of fitness club memberships (up to a pre‑approved amount).
• Child care and family support, including on‑site child care centers, mother and baby rooms, homework rooms, and resources for parents returning from parental leave.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.