Marcus by Goldman Sachs, Fraud Operations Specialist, Birmingham
Birmingham, West Midlands, England, United Kingdom
Job Description
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.
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-centered 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.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.
The Goldman Sachs Group, Inc., 2021. All rights reserved. Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity.
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