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 direct-to-consumer business provides digital solutions that help customers save and invest. 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.

 

Responsibilities

Provide assistance and support to escalated customers seeking resolution related to potential or confirmed fraudulent activity. Act as a primary point of contact to seek out customer-centric solutions with Peers and business Partners while mitigating any potential fraud risks.Participate in projects and/or process improvements to drive operational excellenceUtilize analytical and problem-solving skills to solution customer facing issues independently or as part of a teamMeet established goals for all performance metrics, including call quality, productivity and schedule adherence. Demonstrate excellent communication, negotiation, and decision-making skills, while staying engaged with our customersNavigate multiple technologies while demonstrating resiliency and adaptability Abide by all applicable regulatory and departmental practices and proceduresPlace appropriate hold on accounts deemed to have fraudulent activity. Track and document action taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirementsCommunicate, in a professional manner, with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurredIdentify risk and prevent loss from fraud reports, referrals from fraud email box, and return items (multiple sources/platforms)Make sound subjective decisions to escalate risky accounts, place and remove restrictions on accounts, secure compromised accountsReview established detection system-generated alerts to identify fraudulent activity related to transactions, compromised accounts, and account openings

 Requirements:

Previous experience in Fraud, preferably in a financial service environmentStrong sense of responsibility and reliability, minimizing tardies and unplanned occurrencesResiliency and adaptability to lead through various business changesAbility to positively impact team culture and morale

Basic Qualifications:

High School Diploma or GEDAbility to work in a fast-paced environment while delivering exemplary customer serviceMinimum 2 years of experience in customer facing roles with 1-2 of those years being Fraud or Disputes experienceAbility to collaborate, communicate effectively and influence othersProactive, flexible and ability to prioritize multiple tasks effectively Strong interpersonal, communication, and problem solving skillsClient-centric with an inherent sense of urgencyAbility to ask probing questions and actively listen to efficiently answer questions and clarify processesStrong verbal and written communication skills, as well as strong organizationalEnergetic, enthusiastic, and a self-starterProficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)Knowledge of deposit products and basic securities concepts

 Preferred Qualifications:

Associates or Bachelor’s Degree ABOUT GOLDMAN SACHS
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