Wealth Management-Bengaluru-Chat Process -Digital Operations - Specialist
Goldman Sachs · Posted Nov 6
Investment banking, securities, asset management, and wealth management services
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About the role
Wealth Management at Goldman Sachs provides financial planning, investment management, banking and advice to ultra-high net worth and high net worth individuals, family offices, foundations and corporations, alongside the firm's direct-to-consumer business, Marcus by Goldman Sachs, which offers digital solutions to help customers save and invest. The Digital Operations team supports Marcus customers across channels, with an emphasis on web chat and mobile app messaging. This Specialist role handles customer conversations and escalated issues, meets chat quality, productivity, CSAT and schedule adherence metrics, and contributes to content and process improvement efforts.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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
Benefits and support
- training and development opportunities
- firmwide networks
- wellness and personal finance offerings
- mindfulness programs
About Goldman Sachs
The Goldman Sachs Group, Inc. is a leading global financial institution that delivers a broad range of financial services across investment banking, securities, investment management, and consumer banking to a diverse client base. Established in 1869 and headquartered in New York City, the firm serves corporations, financial institutions, governments, and high-net-worth individuals worldwide.
- Industry
- Investment Banking
- Company size
- 47400+ employees
- Founded
- 1869
- Location
- New York, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
President and Chief Operating Officer
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