Marcus by Goldman Sachs, Fraud Detections Operations Manager, Associate, Draper, UT

Goldman Sachs•Draper, UT

About The Position

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

Requirements

5+; 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

Nice To Haves

Experience leading other leaders

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

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