Account Protection Specialist (Voice)

About the Role

• At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Key Responsibilities

• Make 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 make a decision, 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
• Perform real-time, transaction level credit and fraud risk assessments for requests received from our Cardmember or merchants
• Handle Point of Sales (POS) approval and charge reversal requests from merchant establishments
• Resolve cases within the assigned empowerment limit
• Continue to monitor current trends in the Fraud landscape & suggest preventive & corrective measures
• Meet and endeavor to exceed metrics on transactional quality, compliance, RTF, regulations and productivity as per goals

Requirements & Tech Stack

• Windows environment

Qualifications

• Undergraduates/Graduates
• Excellent communication
• Minimum 1 year experience in contact center domain
• Proven analytical and problem-solving skills with a strong attention to detail
• Ability to work in a hybrid environment
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment
• Ability to work in a 24/7 rotational environment
• Strong interpersonal, communication and listening skills