CWM-Marcus by Goldman Sachs- Fraud Disputes Specialist-Draper, UT/Richardson, TX

Location(s) US-UT-Draper | US-TX-Richardson
Job ID
Schedule Type
Full Time
Call Center Representative
Call Center, Consumer Banking
Consumer and Wealth Management
Business Unit
Project Delivery
Employment Type


Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world 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 consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.



The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.



  • Advocate on behalf of our customers when a billing error or payment dispute occurs.
  • Handle all aspects of the dispute process in compliance with payment network operating rules, regulations and internal guidelines.
  • Review, research and resolve customer disputes by gathering appropriate information from the customer while using third party systems to substantiate dispute validity.
  • Effectively manage disputes on multiples payment networks in multiple case management systems.
  • Communicate, in a professional manner, with customers, merchants, financial institutions, and other personnel to resolve customer disputes.
  • Place and/or take calls as escalated and requested by Compliance partners or team leaders.
  • Communicate effectively with the Fraud Operations Team to work and resolve complex issues and escalated situations.
  • Propose process improvements, based on experience and best practices.
  • Participate in projects and initiatives such as, but not limited to: driving down dispute-related complaints and making the overall customer/dispute experience seamless.


Basic Qualifications:

  • High school diploma or GED
  • 2-3 years related customer service, disputes or fraud experience
  • Strong understanding of the customer service experience
  • Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)


Preferred Qualifications:

  • An understanding of Regulation E and disputes processing
  • Knowledge of payment network dispute guidelines such as ACH, ATM or debit card transactions.
  • Experience resolving customer disputes
  • 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



At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at

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