Responsible for handling customer escalations related to Fraud and/or Dispute actions, processes, or follow ups.

As part of this role you will be managing the day-to-day activities of our Marcus specialists including providing direction to the team on productivity and SLAs, problem solving, setting timelines and applicable next steps. You will assist in educating our Fraud Investigators on identification and prevention of fraudulent activity. 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.

• Fraud Team Leads are responsible for leading a team of specialists and/or agents. You will be responsible for the day-to-day management of this team, development of its people, and take ownership of emerging fraud risks by quickly identifying risky behavior, working with key stakeholders, managing significant fraud events, and escalating when needed. The role requires a high degree of people management, emotional intelligence, analytical and project management skills, and the ability to stay up to date with the latest business developments and risks facing the industry. We review candidates for multiple Fraud teams including,
  • Fraud Detections 
  • Fraud Investigations
  • Fraud Intelligence
  • Fraud Servicing

Responsibilities

• 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 

• Bachelor's Degree or equivalent combination of education and fraud experience
• Minimum of 3-5 years of experience in financial services or related industries
• Minimum of 1-3 years of people management experience with a proven track record of strong leadership skills
• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner
• Ability to research and make appropriate decision regarding complex cases
• Experience working in the Fraud Analytics or Investigations space within Financial Services industry
• 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 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