Account Protection Specialist

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, youll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

This team manages both inbound and outbound calls volume by the card members when the payments of any card members are declined due to any suspicious/fraud alerts on consumers accounts due to out of pattern transaction on card members' account. Extensive vocabulary is needed to build a conversation with the card member and educate them of why their transactions may have got declined and preventive security steps.

Responsibilities:

• Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.
• Answer inbound calls from Card members and set up/action fraud cases on calls.
• Review fraud claims from Card members to decide, to either accept the claim from the Card member or reject it.
• Detect and minimize credit and fraud risk whilst enabling spend at the same time.
• Real time, transaction level credit and fraud risk assessments for requests received from our Cardmember or merchants.
• Point of Sales (POS) approval, charge reversals request from merchant establishments.
• Resolve cases within the assigned empowerment limit.
• Continue to monitor current trends in Fraud landscape & suggest preventive & corrective measures.
• Meet and endeavor to exceed metrics on transactional quality, compliance, RTF, regulations, and productivity as per goals.

Qualification:

• Graduate/Undergraduate
• Excellent communication
• Minimum 1 year experience in contact center domain either in customer service or collections
• Proven analytical and problem-solving skills with a strong attention to detail.
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a window environment.
• Ability to work in a 24/7 rotational environment.
• Ability to work in a hybrid environment.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.