Enterprise Partnerships, Fraud Contact Center Manager, Sr. Analyst

1 month ago

Draper, United States Goldman Sachs Full time

Enterprise Partnerships, Card Fraud Operations Management, Senior Analyst - Draper  

Platform Solutions Across Platform Solutions (PS), we power our clients to serve and create better loyalty with their own clients and customers by delivering agile and modern cloud-based, developer-centric financial solutions. PS is comprised of four main businesses, underpinned by key horizontal functions across engineering, operations and risk management:  

Transaction Banking, a cash management and payments platform for clients building a corporate treasury system.

Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers.

Merchant Point-of-Sale Lending, a platform that provides custom credit financing for home improvement merchants to offer directly to their customers.

ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds.

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Responsibilities

  • Manage the day-to-day activities of a Fraud Inbound contact center team.
  • Monitor daily call and chat volume of Fraud Inbound representatives. 
  • Lead, manage and supervise the day-to-day operations of a team of 12-15 contact center representatives. 
  • Provide direction to the team on productivity, customer satisfaction, and quality metrics. 
  • Educate Fraud Inbound representatives on identification and prevention of fraudulent activity.
  • Review existing operational processes and identify opportunities for continuous improvement.
  • Review contact data to identify and analyze trends to Fraud leadership.
  • Coordinate the investigation of any fraud issue with the appropriate Stakeholders as appropriate.
  • Communicate professionally 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.
  • Conduct training, monitor quality and quantity of work and provide feedback on performance.
  • Proven ability to lead by example, with a positive attitude. 
  • Ability to lead teams and drive performance standards.
  • Good interpersonal skills. 
  • Excellent analytical and problem-solving skills (with a view to support changes to processes) and works well under pressure.
  • Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills. 
  • Strong customer focus.
  • Ability to lead teams, juggle across various workstreams and drive performance standards. 
  • Good leadership skills and the ability to motivate and develop staff. 
  • Ability to manage and drive a culture of continuous improvement. 
  • 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 complex cases.
  • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers.

Qualifications

  • Bachelor's Degree or equivalent combination of education and credit card / deposits fraud experience.
  • Minimum of 3-5 years of experience in financial services or related industries.
  • Minimum of 1-3 years of contact center management with 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 complex cases.
  • Must be self-directed, detailed-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.

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