Asset & Wealth Management – Marcus by Goldman Sachs – Fraud Tier 2 Specialist

Asset & Wealth Management – Marcus by Goldman Sachs – Fraud Tier 2 Specialist

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
• 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

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

Preferred Qualifications

• Associates or Bachelor’s Degree