Platform Solutions, Marcus by Goldman Sachs, Disputes Specialist, Draper

Consumer

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.

• Investigate and resolve customer card transaction disputes received through phone, chat and automated intake channels
• Work with team members as well as independently to investigate disputes, determine root causes and communicate accurate resolution to customers
• Apply a working knowledge of regulatory requirements and industry recovery knowledge to all cases and ensure adherence in aspects of research and resolution responsibilities
• Act as a subject matter expert on processes and procedure while recommended appropriate enhancements
• Maintain performance and quality expectations while delivering accurate and detailed dispute resolution records
• May engage directly with customers and merchants throughout the investigation process if necessary
• 1+ years of experience in banking, with a focus on disputes investigation, complaints management or disputes customer service
• Excellent verbal / written communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Knowledge of banking products, services, and regulations
• Attention to detail and strong organizational skills
• Ability to remain calm and professional when interacting with upset customers
• Proficiency in Microsoft Office and other relevant software applications