YOUR IMPACT

We are seeking an analyst to join our team to be responsible for supporting the high volume recruitment for the Marcus by Goldman Sachs Delivery team globally. The customer focused contact center is the front line of the business and ensuring we are sufficiently resourced is critical supporting the growth of the business. This role will support the successful build out of the teams across India, UK and US, ensuring we are keeping on track to meet our hiring goals.

OUR IMPACT

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.

• Enable the fraud and dispute operations team with the tools, resources, and intelligence to drive excellent customer service while maximizing efficiencies to mitigate fraud risk
• Work with Fraud/Disputes and Agent Product teams to drive process enhancements and initiatives.
• Create, maintain, and conduct team trainings as new processes are rolled out or existing processes are enhanced.
• Monitor the quality performance for Fraud Servicing, Fraud Detections/Investigations, and Disputes and drive enhancement to improve.
• Establish and maintain a targeted training program for quality/error trends and/or complex processes.
• Review existing operational processes and identify opportunities for continuous improvement and to ensure resource accuracy.
• Communicate professionally with customers, merchants, financial institutions and other personnel to resolve system problems or request additional information and / or documentation required to ensure business continuity.
• Managed various trackers and control reports to ensure any production and/or customer facing issues are reported and remediated timely.
• Assist with workload monitoring/management, case assignments, product/feature testing, and other special projects as assigned.

• Bachelor's Degree or equivalent combination of education and fraud experience
• Minimum of 3-5 years of experience in financial services or related industries
• Minimum of 1-3 years of a proven track record of strong leadership skills
• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner
• Ability to research and make appropriate decision regarding process or procedure enhancements.
• Must be self-directed, detailed-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.
• High proficiency in Microsoft Excel, including pivot tables, lookup functions, complex formulas, index search, and conditional formatting.
• In-depth understanding of relevant regulatory requirements and industry best practices in fraud management.
• Strong analytical, critical thinking, and problem-solving skills, with the ability to translate complex data into meaningful insights.
• Exceptional communication skills, both verbal and written, with the ability to articulate complex issues clearly and effectively.

• Demonstrated experience with Fraud Trends/Typologies and Reg E dispute resolution processes, showcasing adeptness in ensuring compliance with regulatory guidelines while enhancing program efficiency.