Apprentice

About the Role

Global Fraud is a critical risk process for American Express, responsible for supporting customers in their most vulnerable times. The team protects customers from fraud losses and the company. The team uses fraud management techniques to review accounts, minimizing potential losses by analyzing data and determining the best actions.

Key Responsibilities

• Responsible for contacting clients with overdue accounts to secure settlement.
• Conducts preventive work to avoid future overdues with accounts that have a high exposure.
• Consistently delivers extraordinary service on inbound and/or outbound customer calls to resolve cases in a fast-paced, structured, customer care environment.
• Consults with Card Members to understand their needs and tailor unique and personal solutions, while also reinforcing the benefits of card membership to deepen customer engagement.
• Identifies possible fraudulent activities, investigates allegations of fraud, and minimizes potential loss to American Express by gathering and analyzing data to determine the appropriate course of action.
• Develops key consulting skills, including maintaining strong relationships with customers through care and empathy, understanding customer needs, handling objections, and providing solutions.
• Meets and exceeds performance goals including customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations.
• Maintains a high level of integrity & accountability to work with customer information and meet compliance requirements.

Requirements & Tech Stack

• Comfortable to work in a 24/7 shift and rotational week offs (Primarily US Shift window).
• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.

Qualifications

Minimum Qualifications

• Bachelor’s degree.
• Not more than 5 years of difference between highest education degree completion date and joining date.
• Should not have enrolled in any prior Government Apprenticeship programs.
• Strong attention to detail and accuracy.
• Good communication and interpersonal skills.
• A willingness to learn and adapt to new tasks and challenges.
• Ability to maintain confidentiality.

Preferred Qualifications

• Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.
• Resilience is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.
• Passion for consultative support, recommending solutions tailored to each Card Member.
• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.