Credit Card Payments

Platform Solutions - Enterprise Partnerships - Payments & Reconciliation - Vice President - Bengaluru

PLATFORM SOLUTIONS

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations, and risk management:

• Transaction Banking, a cash management and payments platform for clients building a corporate treasury system
• Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers
• Merchant Point-of-Sale Lending, a platform that provides custom credit financing for home improvement merchants to offer directly to their customers
• ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

YOUR IMPACT

As Vice President in the Credit Card Payment & Reconciliations team within Platform Solutions, you will be part of the global team that supports customers non transaction dispute and other special handling requests. The Payment & Reconciliations team conducts investigations on customer-initiated disputes related to Payment, Rewards, Statement & Fee and make sure the team is adhering to compliance and Regulatory requirements. The team also investigates payments that were rejected at intake due to insufficient details and reviews documents, attributes & create relevant case for teams which are received at lockbox. You will perform a critical role to improve the efficiency, automation, reporting, remediations, and effectiveness of the process. You will liaise with multiple stakeholders across Platform Solutions to focus on the key initiatives & reporting. You will also make sure that the process is meeting all regulatory requirements and meeting quality at all process, if unable to meet you will be reporting the breaks and gaps in the process and report the same to leadership and work on resolution plans to improve. Your role plays an important role for the process to be regulatory complaint & help our consumers with correct & timely resolutions

OUR IMPACT

The team focuses on addressing payment, statement, fee & reward related customer concerns and makes sure that they have followed the procedures and answered customers dispute in a timely manner which contributes to meet regulatory requirements and meet customer satisfaction. The team consist of enthusiast individuals with diverse backgrounds & skills that works together to achieve company goals. Payment & Reconciliations team amongst all other teamwork with partnership, teamwork & integrity which are foundations to our organization.

JOB SUMMARY AND RESPONSIBILITIES

Platform Solutions a division of Goldman Sachs, is seeking a VP within our Credit Card Payments team. The Payments team is an integral part the customer experience by providing payment issue remediation through casework, and by providing effective communication both written and verbal to internal partners. The candidate must be able to prioritize several tasks within a day and still meet daily deadline. Regulatory knowledge and experience or knowledge of payment processing are preferred.

• Direct management in the day-to-day back-office operations processes and applications.
• Provide customer servicing, including credit card payment issue remediation, reconciliations, exception handling, regulatory inquiries, account updates and special handling cases, all with the ability to design and deliver world class servicing experiences.
• Collaborate with Delivery Solutions VP, technology, and process engineering teams to design best in class customer experience platforms and processes as well as the underlying agent facing and customer facing systems that deliver these experiences.
• Monitor the health of different Payment channels including Checks, wires and ACH processes.
• Manage the suspense risk for the Consumer business across product lines.
• Timely remediation of issues across Payment workflows, money movements and reconciliations for Marcus business.
• Identify process improvements by performing root cause analysis and address them. Raise awareness, track next steps, partner with technology to address the risks and build for scale
• Engage with product teams on strategic priorities for Marcus growth initiatives
• Engage with partners and vendors to maintain the health of Marcus businesses
• Handle issues, escalations, identify risks and follow up on remediations across credit card Payments and reconciliation stack for Marcus businesses across product lines.
• Ensure proper lines of communication with both senior management, Delivery solutions peers, Legal/ Risk/ Compliance and both internal/ external technology teams
• Track productivity and OKRs (Objectives & Key Results) for the Payments, Reconciliations & Money Movement team.
• Provide ongoing coaching and support of leaders within Marcus Delivery Solutions.
• Active engagement / contribution to onsite support and employee engagement initiatives in the Hyderabad Operation site.

BASIC QUALIFICATIONS

• Bachelor's degree
• 12 year and above experience in an operations environment
• Microsoft office skills desired

PREFERRED QUALIFICATIONS

• Knowledge in credit card payment reconciliations and credit card dispute management
• Broad based knowledge of all aspects of contact center servicing, back-office operations, investigation /resolution/reconciliation processes, including applicable regulatory requirements.
• Ability to identify risks and address risks surrounding ACH, Lockbox, Bill Pay, Debit/Credit network settlement processing or similar procedures. 20%
• Books and records knowledge, Payment's expertise (including NACHA certification) and workflows to manage Marcus Operations, risks and controls. 20%
• Accounting expertise preferred for reconciliation function (accounting or FP&A background)
• Ability to execute back office operational strategy for digital products. Ability to communicate effectively with operations leadership, as well as junior contact center agents. 10%
• Ability to lead diverse teams across multiple geographies. 10%
• Ability to execute back office operational strategy for digital products. 15%
• Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation. 15%
• Experience in delivery of digital self-servicing tools that prevent excessive contact center calls and proactively resolve customer servicing issues. 10%

ABOUT GOLDMAN SACHS

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