Inbound Fraud Servicing Specialist - Marcus By Goldman Sachs

Company: Goldman Sachs
Location: Richardson
Posted on: June 24, 2022

Job Description:

Responsibilities:

• Receive inbound calls related to accounts deemed to have fraudulent activity and take appropriate steps to secure the account.
• Accessing multiple electronic systems and document steps taken to efficiently service the customer.
• Determine action required based on established procedures to protect the Bank's assets; work with supervisor on handling more complex cases.
• Communicate, in a professional manner, with customers, merchants, financial institutions, and other personnel to request additional information and / or documentation to support a decision on whether fraudulent activity has occurred.
• Provide support to frontline Savings Specialists to ensure appropriate steps are taken on high-risk accounts.
• Review new account applications and use the appropriate fraud prevention tools to determine if the application can be approved.
• Speak with victims of identity theft and provide appropriate talking points while ensuring both the victim and the Bank are secured.
• Review documentation and be able to assess the validity of those documents.
• Participate in projects and initiatives such as, but not limited to: driving down fraud-related complaints and making the overall customer/fraud experience seamless.Basic Qualifications:
  • High school diploma or GED
  • 1 year related customer service experience or fraud experience
  • Strong understanding of the customer service experiencePreferred Qualifications:
    • Excellent interpersonal, relationship building and communication (written and verbal) skills
    • Ability to positively impact team culture and effectiveness
    • Ability to communicate and work well with others
    • Strong understanding of red flags in a financial institution environment
    • Curious Mind-set

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