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.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service teams play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
 

YOUR IMPACT 

We’re looking for people that have a passion for customer service and digital banking to join our growing customer support team. Are you an experienced Bereavement specialist or have a desire to build a career in customer services?

Our Customer Support team covers the opening hours of the contact center, from 8am to 8pm and staff will be required to work alternative shift patterns over 5 days per week, scheduled in advance.

Job Summary & Responsibilities

Process initial notification following the death of a customer, providing query resolution relating to the bereavement journey via multiple communication channelsMake judgement calls balancing both customer/business risk, whilst, providing an empathetic, knowledgeable and professional telephony/administration service directly to bereaved familiesMake prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomesCommitment to meeting key performance indicators (service levels, operational risk, etc.)Supporting process changes to improve the customer journeyResponsible for answering calls with our customers including but not limited to, providing product information, account opening services as well as account maintenance.Taking ownership of customer enquiries and responding to escalated bereavement issues in accordance with agreed proceduresEnsures all accounts in assigned lists are managed accurately and timelyDocuments all service efforts for each assigned account in accordance with established procedures and compliance policiesRecognises that quality is measured through call recordings and case auditingCommunicates professionallyA flexible and adaptable approach to change and will support others to respond in a similar wayCompletes ongoing compliance and remedial training as scheduledProactively identifies any new issues or risksCollaborating with colleagues to maximise effectiveness and, efficiencyEmbracing change and innovation in the teamDemonstrating ownership and common sense with all that you do, sharing best practice across teams

Skills

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 customersGood interpersonal skills, negotiation skills Excellent written and oral communication skills and ability to adapt your style and approach to the audience and message to be deliveredGood problem solving skillsIs adaptable, high energy levels and desire to help othersGood team playerGood analytical and problem-solving skillsExperience in working in a Bereavement team handling Executors and Next of Kins with care 

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'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., 2021. All rights reserved.

Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity