MORE ABOUT THIS SKILLSET

Responsible for handling customer escalations related to Fraud and/or Dispute actions, processes, or follow ups.
As part of this role you will be assist in day-to-day management of Disputes Investigations and Intake functions including regulatory adherence, service levels, quality and customer experience results. Our team works closely with Fraud Strategy, Operations, Technology, Compliance and Legal teams to develop processes and controls to help mitigate risk, increase operational efficiency and ensure positive customer experience.
Please note division and function examples are representative of opportunities common for this skill-set. The list is not exhaustive, and availability of open roles is determined based on business need. Specific roles will be confirmed through the interview process.

BASIC QUALIFICATIONS

• Experience with and comfortable in leading and developing a high functioning operational fraud team of 15+ agents
• Able to hold oneself and others accountable, provide feedback, and have tough conversations when warranted
• Experience working in the Fraud Analytics or Investigations space within Financial Services industry
• Experience working with various alerting and monitoring tools, navigating and reviewing system logs, and optimizing an existing process with automation
• Understands what fraud typologies and industry best practices are in fraud prevention, detection and remediation spaces
• Takes ownership by leveraging data to tell a story, developing remediation plans, and improving business processes
• Able to think holistically, possess curiosity, and can articulate the tradeoff actions may have between risk and impact on the customer experience
• Possess sound methodical judgment, can prioritize conflicting priorities, can derive solutions from ambiguity to meet deadlines, and is willing to take on ad-hoc projects
• Possess strong communication skills and the ability to forge partnerships with internal stakeholders through collaboration
• Able to challenge the status quo when appropriate to deliver solutions that protect Marcus and its customer

• Develop, gather, and track the team’s performance using data and metrics to tell the story and show the value the team provides to the organization
• Lead, coach, mentor, and champion team members to grow in their careers
• Clearly define and communicate the prioritization of the day-to-day workload for the team
• Ensure that the teams output meets data quality standards and coaches team members in this area as needed
• Analyze data and leverage fraud tools to identify emerging risks, including but not limited to identity theft, credential stuffing attacks, fraud rings, and data compromise situations
• Performs root cause analysis (RCA) following events and partner with key stakeholders to ensure necessary controls are in place
• Leverage and enhance existing tools and processes to enable a more effective user-based threat detection and investigation program
• Become a subject matter expert in the Fraud and Disputes policies and procedures at Marcus
• Support and collaborate with Financial Crimes Compliance (FCC) and Cyber Security teams as needed