Marcus by Goldman Sachs, Tier II Specialist (Customer Support)

Location: Richardson, TX, or Draper, UT, United States; hybrid work model requiring three days per week in the office, with full office attendance potentially required in the future. Working hours are Monday to Friday between 8:00 AM and 8:30 PM CT; weekend availability may be required in the future.

Company

Marcus by hirify.global is hirify.global’ digital consumer banking business, providing online savings accounts and Certificates of Deposit through a fully digital banking experience.

What you will do

• Handle complex customer inquiries through inbound calls and casework as a Tier II escalation point.
• Investigate challenging customer issues, identify root causes, and deliver timely, accurate resolutions.
• Partner with peers and cross-functional teams to develop customer-centric solutions.
• Recommend and participate in process improvements and operational excellence projects.
• Manage competing priorities, assigned casework, service-level expectations, and key performance metrics.
• Deliver consistent, high-quality service while following business principles and customer service values.

Requirements

• At least 2 years of experience in a customer-facing or contact center role; Tier II or escalation experience is preferred.
• Experience handling escalated or complex customer issues with sound judgment and decision-making.
• Strong analytical, problem-solving, organizational, verbal, and written communication skills.
• Ability to manage multiple priorities in a high-volume environment and proactively identify customer concerns.
• Client-focused, accountable, adaptable, resilient, and collaborative approach.
• High school diploma.

Culture & Benefits

• Professional development and training opportunities.
• Firmwide employee networks supporting professional and personal growth.
• Benefits, wellness, personal finance, and mindfulness programs.
• Commitment to diversity, inclusion, and reasonable accommodations during the recruiting process.