Consumer & Wealth Mgmt Division-Birmingham-Investment Specialist
Goldman Sachs
Birmingham, West Midlands, England, United Kingdom
10h ago


We’re looking for experienced Investment technical leads that have a passion for customer service to join our growing customer support.

Operation. Are you an experienced customer service professional or subject matter expert with Life and pensions product knowledge?


Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us.

From day one, our newly created roles for technical leads will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

You will join and support our Investment customer operation.

Job Summary & Responsibilities

  • Responsible for answering incoming calls from GS Investment and Deposit customers; providing product information, account opening services as well as account maintenance
  • Supporting the team on technical / complex investment queries.
  • Builds rapport with our customers to resolve service issues and customer questions
  • Takes ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
  • Supporting with upskilling peers with Investment knowledge
  • Responsible for the day to day coverage of customer account maintenance processes including but not limited to application review and processing, funds transfer, exception processing, correspondence and complaint monitoring and response
  • Ensures all accounts in assigned lists are managed accurately and timely
  • Documents all service efforts for each assigned account in accordance with established procedures and compliance policies
  • Recognises that quality is measured through call recordings and case auditing
  • Meets established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
  • Communicates professionally and regularly with leadership and peers on status of accounts and escalations in accordance with established standards
  • Completes ongoing compliance and remedial training as scheduled
  • Has an understanding of Operational Risks
  • Proactively identifies any new issues or risks
  • Participates in projects to drive operational excellence
  • Skills

  • Investments and Pension products knowledge
  • 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 customers
  • Good interpersonal skills, negotiation skills are a plus
  • Good problem solving skills
  • Is adaptable, high energy levels and desire to help others
  • Excellent team player
  • Good analytical and problem-solving skills with a view to support changes to processes
  • Excellent written and verbal communication skills
  • Education

    Preferred Qualifications

  • Experience in a retail banking environment / Insurance environment
  • Experience administrating and servicing investment and / or SIPP products
  • CII FA1. FA2
  • Accredited Pension / Investment qualification
  • We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more :

    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

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