Marcus by Goldman Sachs, Fraud Operations Specialist, Birmingham, Birmingham
Location:
Birmingham, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
017a1def9e14
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.
Responsibilities:
* 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; work with supervisor on handling more complex cases.
* 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.
* Build rapport in communication 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.
* Meets established 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 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.
Preferred Qualifications:
* Degree/Diploma or equivalent military experience.
* Fraud Operations experience at a large retail bank.
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.
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