• Consumer Finance - Fraud Operations - Vice President - Richardson, TX

    Location(s) US-TX-Dallas
    Job ID
    2017-40680
    Schedule Type
    Full Time
    Level
    Vice President/Executive Director
    Function(s)
    Consumer Banking
    Region
    Americas
    Division
    Consumer and Commercial Banking Division
    Business Unit
    Consumer Loans Delivery
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    Consumer and Commercial Banking (CCBD)

    Consumer and Commercial Banking brings innovative solutions to traditional banking activities. We are a global team of lenders, investors, risk managers, skilled marketers, web experts and banking specialists. We provide a suite of solutions to help our customers meet their personal financial goals. We make direct investments in, and risk manage, a portfolio of corporate loans and securities. And we help transform distressed communities through investments and loans of private capital.

     

    Digital Finance Description

    Digital Finance, a subdivision of CCBD, is composed of the firm’s digitally-led consumer businesses which include the global online consumer deposits business and the US online consumer lending business, the firm’s first-ever direct-to-consumer platform built from the ground up. Digital Finance combines the strength and heritage of a 147-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. This unique dynamic allows us to help our customers achieve financial progress through customizable solutions that are grounded in value, transparency and simplicity.

     

    We are seeking an experienced fraud operations executive to design, deliver, and manage our fraud contact center strategy and operations within the Consumer Digital Finance team.  Candidates must have direct management experience in the day to day operations management of all aspects of fraud prevention and servicing including application and transaction fraud.  Ideal candidates will have extensive experience in all aspects of fraud customer servicing with the ability to design and deliver world class servicing experiences.  In this role, the candidate will be required to collaborate with technology and process engineering teams to design best in class customer experiences as well as the underlying agent facing and customer facing systems that deliver these experiences.  Expertise in delivery of analytically driven customer experience improvement programs (CSAT, NPS) while mitigating fraud losses is required for success. 

    RESPONSIBILITIES AND QUALIFICATIONS

    Requirements:

    • Relevant industry expertise in a portfolio of large scale accounts
    • 15+ years of experience with direct management of internal and external (supplier) fraud contact center operations
    • Advanced knowledge of how to manage fraud investigation workflow including onboarding and loss mitigation
    • Well versed in all loss types and can readily identify the characteristics of each when present on an account including identity theft and disputes
    • Ability to strengthen the development and execution of loss prevention strategies
    • Broad based knowledge of all aspects of servicing and operations including applicable regulatory requirements
    • Ability to communicate effectively with senior leadership as well as junior contact center agents
    • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in fraud operations
    • Experience in delivery of digital self-servicing tools that prevent excessive contact center calls and proactively resolve customer servicing issues

    ABOUT GOLDMAN SACHS

    The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

    © The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.