Marcus by Goldman Sachs, Fraud Detections Operations Manager, Associate, Richardson, TX

• Marcus by Goldman Sachs, Fraud Detections Operations Manager, Associate, Richardson, TX
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Richardson, Texas, United States

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Opportunity Overview

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CORPORATE TITLE

Analyst

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OFFICE LOCATION(S)

Richardson

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JOB FUNCTION

• Digital Operations - Management
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DIVISION

Asset & Wealth Management

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Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.

Your Impact

We're looking for a manager to lead our Fraud Detections team within the Marcus division. As part of this role you will be responsible for day-to-day management of Fraud Detections including confirming fraud type, customer/account remediation, recovery of funds, escalations to first and second line stakeholders, service level adherence, quality and customer experience results. The role will involve working closely with Fraud Strategy, Operations, Technology, Risk, 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 global fraud detections contact center across procedures, training and staffing processes

Spearhead bank to bank interaction, recovery efforts and collaboration on fraud events

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 strategy 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 detections contact center analysts and their specialists
• Manage operational responsibilities including SLAs and productivity targets
• Drive excellent decision quality across teams to meet QA targets
• 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

Preferred Qualifications

• Experience leading other leaders
• 5 plus years of relevant industry experience, with a strong understanding of NACHA rules and ACH payment rails best practices
• Must have strong knowledge in compliance requirements with regards to Reg E, Reg CC, UCC4, Reg D
• Well versed in operations management with a focus in Fraud/ Disputes domains
• 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 degree or 8+ years of experience

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

© The Goldman Sachs Group, Inc., 2023. All rights reserved.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

We Offer Best-In-Class Benefits

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

Holiday & Vacation Policies

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

Child Care & Family Care

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.

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