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 managing the day-to-day activities of our Marcus specialists including providing direction to the team on productivity and SLAs, problem solving, setting timelines and applicable next steps. You will assist in educating our Fraud Investigators on identification and prevention of fraudulent activity. 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. Fraud Team Leads are responsible for leading a team of specialists and/or 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. We review candidates for multiple Fraud teams including, Fraud Detections Fraud InvestigationsFraud IntelligenceFraud Servicing

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 organizationLead, coach, mentor, and champion team members to grow in their careersClearly define and communicate the prioritization of the day-to-day workload for the teamEnsure that the teams output meets data quality standards and coaches team members in this area as neededAnalyze data and leverage fraud tools to identify emerging risks, including but not limited to identity theft, credential stuffing attacks, fraud rings, and data compromise situationsPerforms root cause analysis (RCA) following events and partner with key stakeholders to ensure necessary controls are in placeLeverage and enhance existing tools and processes to enable a more effective user-based threat detection and investigation programBecome a subject matter expert in the Fraud and Disputes policies and procedures at MarcusSupport and collaborate with Financial Crimes Compliance (FCC) and Cyber Security teams as needed  BASIC QUALIFICATIONS Bachelor's Degree or equivalent combination of education and fraud experienceMinimum of 3-5 years of experience in financial services or related industriesMinimum of 1-3 years of people management experience with a proven track record of strong leadership skillsAbility to analyze data for patterns and trends and to take findings and communicate them in an effective mannerAbility to research and make appropriate decision regarding complex casesExperience working in the Fraud Analytics or Investigations space within Financial Services industryExperience with and comfortable in leading and developing a high functioning operational fraud team of 15+ agentsAble to hold oneself and others accountable, provide feedback, and have tough conversations when warrantedExperience working with various alerting and monitoring tools, navigating and reviewing system logs, and optimizing an existing process with automationUnderstands what fraud typologies and industry best practices are in fraud prevention, detection and remediation spacesTakes ownership by leveraging data to tell a story, developing remediation plans, and improving business processesAble to think holistically, possess curiosity, and can articulate the tradeoff actions may have between risk and impact on the customer experiencePossess sound methodical judgment, can prioritize conflicting priorities, can derive solutions from ambiguity to meet deadlines, and is willing to take on ad-hoc projectsPossess strong communication skills and the ability to forge partnerships with internal stakeholders through collaborationAble 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. 
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