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Wealth Management, Marcus by Goldman Sachs, High Risk Customer Resolution Analyst - Richardson, TX & Draper, UT

Goldman Sachs

Goldman Sachs

IT, Accounting & Finance, Customer Service
Richardson, TX, USA
Posted on Thursday, June 6, 2024

Job Description

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.

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.


Job Summary and Key Responsibilities:

  • Enable the fraud investigation team with the tools, resources, and intelligence to mitigate identified fraud risk and drive fraud recoveries.
  • Manage various trackers and control reports to ensure accuracy of fraud losses/recoveries.
  • Serve as the primary point of contact for Fraud Investigations escalations from other supporting teams both within the Fraud and Disputes team as well as the broader organization.
  • Monitor the quality performance for the Fraud Investigations team and prepare Fraud Investigations KPIs to be presented in various leadership forums.
  • Work with Fraud/Disputes and Agent Product teams to drive process enhancements and initiatives.
  • 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.
  • Assist with workload monitoring/management, case assignments, product/feature testing, and other special projects as assigned.


  • Associate’s or Bachelor's Degree or equivalent combination of education and relevant work experience
  • Minimum of 3-5 years of experience in financial services or related industries
  • In-depth understanding of relevant regulatory requirements and industry best practices in fraud investigations.
  • Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude.
  • 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.
  • 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.

Preferred Qualifications:

  • Demonstrated experience with Fraud Trends/Typologies resolution processes, showcasing adeptness in ensuring compliance