AWM, Marcus. Fraud Investigations, Vice President, Richardson

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, family offices, foundations, endowments, and corporations and their employees. Our direct-to-consumer business offers digital solutions that assist customers in saving and investing. Our growth is driven by a focus on our people, clients, customers, and the use of cutting-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 over 150 years of experience. We serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide powerful, transparent, and simple tools and products. Your Impact We are seeking a VP to lead our Disputes team within the Marcus division. This role involves managing daily operations of Disputes Investigations and Intake functions, ensuring regulatory compliance, meeting service levels, maintaining quality, and enhancing customer experience. You will collaborate with Fraud Strategy, Operations, Technology, Compliance, and Legal teams to develop processes and controls that mitigate risk, improve efficiency, and foster positive customer interactions. Key responsibilities include: Overseeing global disputes contact center and back-office investigations teams, including procedures, training, and staffing Leading bank-to-bank interactions, recovery efforts, and collaboration on fraud events Identifying process improvements, optimizing guidelines, and enhancing quality assurance Developing dashboards and reports to support business management Partnering to implement process improvements and controls Working with strategy teams to identify trends and opportunities for enhancement Ensuring compliance and regulatory requirements are consistently met Responsibilities Leading a team of disputes contact center and investigations specialists Managing operational metrics such as SLAs and productivity Driving decision quality to meet QA standards Implementing operational controls for current and new products Using data analytics for daily operational management Staying updated on industry fraud and disputes trends and recommending improvements Developing automation and process efficiencies Training and developing team members Preferred Qualifications 8+ years of relevant industry experience, with strong knowledge of NACHA rules and ACH payment practices Expertise in compliance requirements such as Reg E, Reg CC, UCC4, Reg D Experience in operations management within Fraud/Disputes domains Experience managing audits and collaborating with stakeholders Strong communication skills, including managing executive communications Deep understanding of customer service principles Excellent project and process management skills Proactive, adaptable, and capable of multi-tasking Bachelor's degree or equivalent experience About Goldman Sachs Founded in 1869, Goldman Sachs is a leading global investment banking, securities, and investment management firm headquartered in New York, with offices worldwide. We are committed to diversity, inclusion, and providing growth opportunities for our employees through training, benefits, and wellness programs. We also accommodate candidates with special needs or disabilities during our recruiting process.

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