Job Description

Wealth Management

Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for customers to better spend, borrow, invest, and save. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data and design.

Marcus by Goldman Sachs

The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

HOW YOU WILL FULFILL YOUR POTENTIAL 

We’re looking for a manager (aka Associate) to lead our Fraud Complaints Communication team within the Marcus division.  As part of this role you will be responsible for day-to-day management of Fraud Complaints including regulatory adherence, service levels, quality and customer experience results. The role will involve working closely with Fraud Operations, Disputes, Technology, Complaints, Compliance and Legal teams to develop processes and controls to help mitigate risk, increase operational efficiency and ensure positive customer experience. The role entails the following responsibilities:

• Providing day to day oversight to Fraud Complaints and customer resolutions 
• Spearhead bank to bank interaction, resolution efforts and collaboration across various fraud touchpoints
• Identifying improvement opportunities, optimizing processes, guidelines and driving QA enhancements 
• Developing dashboards and control reports to support the management of the business
• Collaborating with partners to implement process and controls
• Liaising with operations teams to identify trends and opportunities for process improvements
• Working effectively with relevant stakeholders to ensure compliance and regulatory requirements are met at all times

Responsibilities

• Lead a team of Fraud Complaints Communication analysts 
• Manage operational responsibilities including SLAs and productivity targets 
• Drive excellent decision quality across teams 
• Ensure strong operational controls are in place to support existing and new products
• Use a data-driven approach to manage day-to-day operations at scale
• Research and remain current on the latest industry fraud and disputes trends and recommend tools, services, and practices for improvement
• Identify and develop process improvements/automation to maximize operational efficiency 
• Manage team members with training and development
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives.
• Work with Fraud/Dispute Operations Leaders and the Complaints team to drive excellent customer service while maximizing efficiencies to mitigate fraud risk while recommending process enhancements and initiatives.
• Monitor incoming complaints and escalations for trends in escalation types, bank errors from the Fraud Servicing, Fraud Detections/Investigations, and Disputes teams, and drive enhancements to improve.
• Establish and maintain regulator communications forums with Fraud and Disputes senior leadership on complaint/escalation trends, solutions, and metrics.

Preferred Qualifications

• At least 5-10 years of relevant industry experience, with a specific focus in complex customer resolutions
• Must have strong knowledge in compliance requirements with regards to Reg E, Reg CC, UCC4, Reg D, NACHA
• Well versed in operations management with a focus in Fraud/ Disputes domains
• Demonstrated experience with Fraud Trends/Typologies and Reg E dispute resolution processes, showcasing adeptness in ensuring compliance with regulatory guidelines while enhancing program efficiency.
• Experience with managing internal and external audits, working collaboratively with multiple stakeholders
• Strong communication skills with experience managing executive level communications
• Extensive understanding of the customer service experience
• Superior project and process management skills, organizational skills and attention to detail
• Proactive, flexible and ability to multi-task 
• Bachelor’s (Master’s preferred) degree

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