CWM - Marcus by Goldman Sachs - Fraud Servicing Team Lead - Analyst - Draper, UT/Richardson, TX

Location(s) US-TX-Richardson
Job ID
Schedule Type
Full Time
Consumer Banking, Fraud
Consumer and Wealth Management
Business Unit
US Deposits 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.





We are seeking an experienced Fraud Servicing team leader to serve as a front line manager for our retail US deposits platform. Candidates must have direct management experience in the day to day operations management of all aspects of fraud prevention and mitigation including transaction, payment and identify fraud.  Ideal candidates will have experience managing a call center and/or extensive experience in detecting and investigating fraud with the ability to design and implement processes. Responsibilities in this role include:

  • Lead, manage and supervise the day-to-day operations of a team of inbound fraud specialists and external BPO agents.
  • Create and maintain an environment with intense focus on high performance, risk mitigation and fraud prevention.
  • Identify and manage performance other KPIs such as AHT, quality scores, error rates. Call center experience is a plus.
  • Serves as a SME and coach for sound fraud practices in retail deposits.
  • Manages the individual performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise.
  • Make sound subjective decisions to close risky relationships, place and remove restrictions on accounts, return ACH/cancel wires.
  • Investigate risk identified through new account filters from new account opening process.


  • Relevant industry expertise in a portfolio of large scale accounts
  • 1-3 years of experience with direct management of internal fraud operations
  • Broad based knowledge of all aspects of fraud and operations including applicable regulatory requirements
  • Strong understanding of key performance metrics and drivers
  • Ability to communicate effectively with operations leadership as well as junior fraud specialists
  • Ability to establish and maintain a culture of risk management and compliance


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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