AWM, Marcus, Disputes Operations, Vice President, Richardson (Dallas)

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 direct-to-consumer business provides digital solutions that help customers save and invest. 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.

Marcus by Goldman Sachs

The firm's direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity

Your Impact

We're looking for a VP to lead our Disputes team within the Marcus division.

As part of this role you will be responsible for day-to-day management of Disputes Investigations and Intake functions including regulatory adherence, service levels, quality and customer experience results. The role will involve working closely with Fraud Strategy, Operations, Technology, Compliance and Legal teams to develop processes and controls to help mitigate risk, increase operational efficiency and ensure positive customer experience. The role entails the following responsibilities:

• Providing day to day oversight to global disputes contact center and back-office investigations teams across procedures, training and staffing processes
• Spearhead bank to bank interaction, recovery efforts and collaboration on fraud events
• Identifying improvement opportunities, optimizing processes, guidelines and driving QA enhancements
• Developing dashboards and control reports to support the management of the business
• Collaborating with partners to implement process and controls
• Liaising with strategy teams to identify trends and opportunities for process improvements
• Working effectively with relevant stakeholders to ensure compliance and regulatory requirements are met at all times

Responsibilities

• Lead a team of disputes contact center and back-office investigations specialists
• Manage operational responsibilities including SLAs and productivity targets
• Drive excellent decision quality across teams to meet QA targets
• Ensure strong operational controls are in place to support existing and new products
• Use a data-driven approach to manage day-to-day operations at scale
• Research and remain current on the latest industry fraud and disputes trends and recommend tools, services, and practices for improvement
• Identify and develop process improvements/automation to maximize operational efficiency
• Manage team members with training and development

Preferred Qualifications

• At least 8+ years of relevant industry experience, with a strong understanding of NACHA rules and ACH payment rails best practices
• Must have expert level knowledge in compliance requirements with regards to Reg E, Reg CC, UCC4, Reg D
• Well versed in operations management with a focus in Fraud/ Disputes domains
• Experience with managing internal and external audits, working collaboratively with multiple stakeholders
• Strong communication skills with experience managing executive level communications
• Extensive understanding of the customer service experience
• Superior project and process management skills, organizational skills and attention to detail
• Proactive, flexible and ability to multi-task
• Bachelor's degree or relevant experience

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.

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