Marcus by Goldman Sachs, Fraud Operations Specialist, Birmingham location_on Birmingham, West Midlands, England, United Kingdom
Opportunity Overview
CORPORATE TITLE: Call Center Representative
OFFICE LOCATION(S): Birmingham
DIVISION: Asset & Wealth Management
Consumer
The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.
Asset and 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.
YOUR IMPACT
We’re looking for people who have a passion to protect customers from fraud and join our growing Fraud Detections team. Are you an experienced fraud advisor who is looking to build your career with a customer centred focus?
What you’ll do
* Review established detection system-generated alerts to identify fraudulent activity related to transactions, compromised accounts, and account openings
* Investigate risk identified, make sound subjective decisions to escalate risky accounts, place and remove restrictions on accounts, secure compromised accounts
* Determine action required based on established procedures to protect the Bank’s assets, working with a supervisor on handling more complex cases ensuring prompt action is taken to block accounts where required
* Build rapport in communication with customers, merchants, financial institutions, and other personnel
* Meet established performance goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximizing service to customers
* Assist in identifying and developing process enhancements to maximize efficiency of fraud detection activities as required
* Identify risk and prevent loss from fraud reports, referrals from fraud email box, and return items (multiple sources/platforms)
* Remain current on latest trends in industry, national and world fraud trends and prevention, and recommend tools, services and practices for improvement
* Complete ongoing compliance and remedial training as scheduled
* Work closely with Financial Crime to escalate cases where appropriate
Basic Qualifications:
* 1-2 years Fraud Operations or Investigations experience in a financial institution
* Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
* Strong understanding of the customer service experience
* Must be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast-paced environment.
* Good analytical and problem-solving skills
* Has flexibility to work late or arrive early as workload demands
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.
We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: here.
The Goldman Sachs Group, Inc., 2025. All rights reserved. Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity.
We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.
We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.
Financial Wellness & Retirement
We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.
Health Services
We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.
Fitness
To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).
Child Care & Family Care
We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.
Benefits at Goldman Sachs
Read more about the full suite of class-leading benefits our firm has to offer.
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