VP Disputes Strategy
Consumer and Investment Management (CIMD) at Goldman Sachs
The Consumer and Investment Management Division includes Goldman Sachs Asset Management, Private Wealth Management and our Consumer business (Marcus by Goldman Sachs).
We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.
Consumer business, externally known as Marcus by Goldman Sachs, is comprised of the firm’s digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money.
Consumer combines the strength and heritage of a -year-old financial institution with the agility and entrepreneurial spirit of a tech start-up.
Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.
As part of the central fraud team, you will be responsible for the development of new analytical strategies, business processes and solutions to provide best customer experience related to disputes and protecting the firm from financial losses due to disputes.
The role will involve working closely with product, technology, Operations, Legal, Compliance teams to develop solutions and improve the performance of the portfolio.
As part of this team you will be responsible for :
Developing analytics and executing strategies to modernize the dispute processing and enhance agent productivity
Working with technology team to find, develop and implement solutions that would help in enhancing customer experience as well as improving operating efficiency
Develop dashboards and control reports to support the management of the business
Liaise with operations teams to identify trends and opportunities for process improvements
Develop appropriate narratives to respond to any regulatory requests around disputes program
Lead a team of Analysts and Associates to minimize losses from disputes
Job Summary and Responsibilities
Use a data-driven approach to develop and design solutions
Review, evaluate and drive selection of new vendors or technologies to enhance the dispute strategy and mitigate emerging risks
Establish the appropriate analytical environment and reporting to ensure comprehensive dispute coverage
Coordinate directly with the Customer Operations leadership team responsible for execution of the dispute strategy
Research and remain current on the latest industry fraud trends and recommend tools, services, and practices for improvement
Identify and develop analytics for process improvements / automation to maximize agent efficiency for dispute resolution
Manage team members with training and development
Bachelor’s degree in Mathematics, Statistics, Economics, Finance, Engineering or a related field
10+ years of risk management experience with debit cards, credit cards, checking products
Experience with using data science tools (Python, Spark preferred) to solve business problems
Experience of building quantitative strategies for dispute processing for fintechs and cards industry
Working knowledge related to interpretation of Reg Z and Reg E is preferred
Experience with consumer banking dispute processing tools and methodologies
Managed projects and worked with technology teams to implement solution