Fraud Team Lead | Analyst | Draper, UT

Job Description

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.

In your role on the Marcus Deposits Fraud team, you will lead a team of Fraud Intelligence specialists and agents. You will be responsible for the day-to-day management of this team, development of its people, and take ownership of emerging fraud risks by quickly identifying risky behavior, working with key stakeholders, managing significant fraud events, and escalating when needed. The role requires a high degree of people management, emotional intelligence, analytical and project management skills, and the ability to stay up to date with the latest business developments and risks facing the industry.

Responsibilities

• Develop, gather, and track the team’s performance using data and metrics to tell the story and show the value the team provides to the organization
• Lead, coach, mentor, and champion team members to grow in their careers
• Clearly define and communicate the prioritization of the day-to-day workload for the team
• Ensure that the teams output meets data quality standards and coaches team members in this area as needed
• Analyze data and leverage fraud tools to identify emerging risks, including but not limited to identity theft, credential stuffing attacks, fraud rings, and data compromise situations
• Performs root cause analysis (RCA) following events and partner with key stakeholders to ensure necessary controls are in place
• Leverage and enhance existing tools and processes to enable a more effective user-based threat detection and investigation program
• Become a subject matter expert in the Fraud and Disputes policies and procedures at Marcus
• Support and collaborate with Financial Crimes Compliance (FCC) and Cyber Security teams as needed
  
  

Basic Qualifications

• Experience with and comfortable in leading and developing a high functioning operational fraud team of 15 agents
• Able to hold oneself and others accountable, provide feedback, and have tough conversations when warranted
• Experience working in the Fraud Analytics or Investigations space within Financial Services industry
• Experience working with various alerting and monitoring tools, navigating and reviewing system logs, and optimizing an existing process with automation
• Understands what fraud typologies and industry best practices are in fraud prevention, detection and remediation spaces
• Takes ownership by leveraging data to tell a story, developing remediation plans, and improving business processes
• Able to think holistically, possess curiosity, and can articulate the tradeoff actions may have between risk and impact on the customer experience
• Possess sound methodical judgment, can prioritize conflicting priorities, can derive solutions from ambiguity to meet deadlines, and is willing to take on ad-hoc projects
• Possess strong communication skills and the ability to forge partnerships with internal stakeholders through collaboration
• Able to challenge the status quo when appropriate to deliver solutions that protect Marcus and its customer
  
  

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

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