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

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

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

Preferred Qualifications

• Experience leading other leaders
• 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