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 eventsIdentifying improvement opportunities, optimizing processes, guidelines and driving QA enhancements  Developing dashboards and control reports to support the management of the businessCollaborating with partners to implement process and controlsLiaising with strategy teams to identify trends and opportunities for process improvementsWorking 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 specialistsManage operational responsibilities including SLAs and productivity targets Drive excellent decision quality across teams to meet QA targetsEnsure strong operational controls are in place to support existing and new productsUse a data-driven approach to manage day-to-day operations at scaleResearch and remain current on the latest industry fraud and disputes trends and recommend tools, services, and practices for improvementIdentify and develop process improvements/automation to maximize operational efficiency Manage team members with training and development

Preferred Qualifications

Experience leading other leaders5+; years of relevant industry experience, with a strong understanding of NACHA rules and ACH payment rails best practicesMust have strong knowledge in compliance requirements with regards to Reg E, Reg CC, UCC4, Reg DWell versed in operations management with a focus in Fraud/ Disputes domainsExperience with managing internal and external audits, working collaboratively with multiple stakeholdersStrong communication skills with experience managing executive level communicationsExtensive understanding of the customer service experienceSuperior project and process management skills, organizational skills and attention to detailProactive, 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. 
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 © 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.