Enterprise Partnerships, Card Disputes Operations Management, Analyst - Draper

Goldman Sachs - Draper, UT

Full-time - Mid Level

Draper, UT

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

In the role of Analyst within the Enterprise Partnerships, Card Disputes Operations Management team, you will be integral to the daily operations of our Card Dispute Operations teams at Business Process Outsourcing (BPO) locations. This position is part of the Platform Solutions division, which focuses on delivering agile and modern cloud-based financial solutions to enhance customer loyalty and service. You will be responsible for managing the day-to-day activities of the team, ensuring that productivity and service level agreements (SLAs) are met while providing direction and support to team members. Your role will involve coaching, mentoring, and providing regular feedback to the team, fostering an environment of continuous improvement and professional development. As an Analyst, you will educate Dispute Agents on the identification and prevention of fraudulent activities, conduct training sessions, and monitor the quality and efficiency of customer interactions. You will also be tasked with reviewing existing operational processes to identify opportunities for improvement, analyzing key performance indicators (KPIs), and communicating potential risks to Dispute leadership. Your ability to coordinate investigations of dispute issues with relevant stakeholders will be crucial, as will your capacity to communicate effectively with customers, merchants, financial institutions, and BPO leadership to resolve system problems or gather necessary documentation for decision-making regarding fraudulent activities. This position requires a proactive approach to problem-solving and a strong focus on data analysis to identify patterns and trends that can inform operational strategies. You will be expected to work independently while also contributing to a collaborative team environment, ensuring that all team members are aligned with the organization's goals and objectives.

Responsibilities

• Manage the day-to-day activities of a Card Dispute Operations teams at BPOs.
• Provide direction to team on productivity and SLAs, problem solving, setting timelines and next steps.
• Provide coaching, mentoring, and feedback to the team on a regular basis.
• Educate Dispute Agents on identification and prevention of fraudulent activity.
• Conduct training, monitor quality and efficiency of customer contact handling and provide feedback on performance.
• Review existing operational processes and identify opportunities for continuous improvement.
• Review, identify and analyze KPI and performance indicators, and communicate potential risk to Dispute leadership.
• Coordinate the investigation of any dispute issue with the appropriate Stakeholders as appropriate.
• Communicate professionally with customers, merchants, financial institutions, BPO Leadership, and other personnel to resolve system problems or request additional information and/or documentation to support a decision on whether fraudulent activity has occurred.

Requirements

• Bachelor's Degree or equivalent combination of education and fraud/dispute experience.
• Minimum of 3-5 years of experience in financial services or related industries.
• Minimum of 1-3 years of people management/BPO 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 decisions regarding complex cases.
• Must be self-directed, detail-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.