MORE ABOUT THIS SKILLSET

Responsible for handling customer escalations related to Fraud and/or Dispute actions, processes, or follow ups.

As part of this role you will be assist in day-to-day management of Disputes Investigations and Intake functions including regulatory adherence, service levels, quality and customer experience results. Our team works closely with Fraud Strategy, Operations, Technology, Compliance and Legal teams to develop processes and controls to help mitigate risk, increase operational efficiency and ensure positive customer experience.

Please note division and function examples are representative of opportunities common for this skill-set. The list is not exhaustive, and availability of open roles is determined based on business need. Specific roles will be confirmed through the interview process.    DIVISIONS AND JOB FUNCTIONS
Marcus by Goldman Sachs is the firm’s direct-to-consumer business. Marcus 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.

We are seeking Fraud Detections and Investigations Analysts who will serve as the primary point of contact for customer escalations related to Fraud and/or Dispute actions, processes, or follow ups. In addition they will be responsible for:

Communicate professionally with customers, merchants, financial institutions, and other personnel to resolve customer complaints/escalations or request additional information/documentation required to resolve while maintaining fraud risk mitigation managers.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. Demonstrated experience with Fraud Trends/Typologies and Reg E dispute resolution processes, showcasing adeptness in ensuring compliance with regulatory guidelines while enhancing program efficiency.   BASIC QUALIFICATIONS Associates/ Bachelor's Degree or equivalent combination of education and relevant work experience0-3 years of prior work experience in a relevant field. Proficient to advanced skills with MS Office (Excel, PowerPoint, Word, Outlook)Highly organized with exceptional attention to detail and follow-throughStrong ability to manage multiple projects with competing deadlinesTeam player with positive attitude and strong work ethicStrong communication skills (written and verbal)Ability to work in a fast-paced environment Strong interest in client serviceCommercially savvy with ability to exercise discretion with respect to highly confidential/sensitive information
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