Marcus by Goldman Sachs, Fraud Operations Specialist, Birmingham

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

As a Fraud Operations Specialist, you will be responsible for reviewing and dispositioning system‐generated alerts, investigating suspicious activity, and conducting targeted outbound calls to customers and third parties to authenticate activity and collect supporting information. You will play a key role in protecting bank and customer assets by applying appropriate controls, documenting clear decision rationale, and escalating high‐risk or complex cases to supervisors as needed. This involves being accountable for timely task completion within SLAs, while proactively identifying workflow and rule enhancements that reduce false positives and improve efficiency.

Responsibilities:

• Review system‐generated fraud alerts for suspect transactions, compromised accounts, and new account openings, determine best course of action following playbooks and procedures.
• Review suspected accounts, applying relevant restriction in order to protect the customer and the firm from financial harm; document actions, decisions, and evidence promptly and accurately to satisfy audit, compliance, and policy requirements.
• Place targeted outbound calls to customers, merchants, and financial institutions to authenticate identities, clarify activity, and obtain supporting documentation: complete assigned casework, manage queues, and reports within specified timescales to prevent loss by triaging referrals from fraud mailboxes, monitoring reports, and return items across multiple platforms; prioritise items presenting immediate exposure and elevate per procedure.
• Investigate alerts and referrals from new‐accounts to detect applications, synthetic identities, or account takeover attempts; route or elevate cases to designated teams as required.
• Identify opportunities to reduce false positives and improve workflow efficiency; suggest updates to procedures, rules, and knowledge articles.
• Effectively and confidently communicate with upper management, to elevate critical issues timely and implement potential improvements.
• Remain current on latest trends in industry, national and world fraud trends and prevention, and recommend tools, services and practices for improvement.
• Complete ongoing compliance and remedial training as scheduled.

Qualifications:

• 1-2 years Fraud Operations or Investigations experience.
• Strong customer service experience with excellent verbal and written communication skills.
• Strong analytical, problem‐solving, and organisational skills with a risk and control mindset, consistently taking ownership and accountability for tasks and projects.
• Self‐motivated, detail‐oriented, and flexible, capable of prioritising tasks and performing effectively under pressure in a team environment, including adapting to occasional overtime.

Job Shift: Weekend and evening availability may be required as part of your shift schedule.

Location: Openings are available in Birmingham, UK. This role operates under a hybrid working model, requiring three days per week in the office. Full office attendance may be required in the future.