Asset & Wealth Management, Marcus by Goldman Sachs, Fraud Tier 2 Specialist, TX, Richardson

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 excellence
• Utilize analytical and problem-solving skills to solution customer facing issues independently or as part of a team
• Meet 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 customers
• Navigate multiple technologies while demonstrating resiliency and adaptability
• Abide by all applicable regulatory and departmental practices and procedures
• Place 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 requirements
• Communicate, 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 occurred
• Identify 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 accounts
• Review 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 environment
• Strong sense of responsibility and reliability, minimizing tardies and unplanned occurrences
• Resiliency and adaptability to lead through various business changes
• Ability to positively impact team culture and morale

Basic Qualifications:

• High School Diploma or GED
• Ability to work in a fast-paced environment while delivering exemplary customer service
• Minimum 2 years of experience in customer facing roles with 1-2 of those years being Fraud or Disputes experience
• Ability to collaborate, communicate effectively and influence others
• Proactive, flexible and ability to prioritize multiple tasks effectively
• Strong interpersonal, communication, and problem solving skills
• Client-centric with an inherent sense of urgency
• Ability to ask probing questions and actively listen to efficiently answer questions and clarify processes
• Strong verbal and written communication skills, as well as strong organizational
• Energetic, enthusiastic, and a self-starter
• Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
• Knowledge of deposit products and basic securities concepts

Preferred Qualifications:

• Associates or Bachelor's Degree