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
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
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 :
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