Wealth Management, Marcus by Goldman Sachs, High Risk Customer Resolution Analyst - Richardson, TX & Draper, UT

Wealth Management

Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for customers to better spend, borrow, invest, and save. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data and design.

Marcus by Goldman Sachs

The firm’s direct-to-consumer business, Marcus by Goldman Sachs, 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.

HOW YOU WILL FULFILL YOUR POTENTIAL 

Job Summary and Key Responsibilities:

• Serve as the primary point of contact for customer escalations related to Fraud and/or Dispute actions, processes, or follow ups.
• 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.

Qualifications:

• Associates Bachelor's Degree or equivalent combination of education and relevant work experience
• Minimum of 3-5 years of experience in financial services or related industries
• Strong understanding of customer service experience and process improvements
• Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude.
• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner.
• Ability to research and make appropriate decision regarding process or procedure enhancements.
• In-depth understanding of relevant regulatory requirements and industry best practices in fraud management.
• Strong analytical, critical thinking, and problem-solving skills, with the ability to translate complex data into meaningful insights.
• Exceptional communication skills, both verbal and written, with the ability to articulate complex issues clearly and effectively.

Preferred Qualifications:

• Demonstrated experience with Fraud Trends/Typologies and Reg E dispute resolution processes, showcasing adeptness in ensuring compliance with regulatory guidelines while enhancing program efficiency.