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Marcus by Goldman Sachs, Tier II Specialist| Draper, UT
Marcus by Goldman Sachs, Tier II Specialist| Draper, UT The Goldman Sachs Group United States, Utah, Draper May 28, 2026 Marcus by Goldman Sachs 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. About the role 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 judgment, and the ability to manage competing priorities in a fast-paced, call center environment. Responsibilities
- 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 Basic Qualifications
- 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 judgment and decision-making
- Strong analytical, problem-solving, and organizational 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 Job Shift Operating hours are Monday to Friday, between 8:00 AM and 8:30 PM CT.
