Customer Service Analyst T3-II

About the Role

The Account Protection Specialist is responsible for utilizing fraud management techniques/tools while reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.

Key Responsibilities

• Utilize fraud management techniques/tools while reviewing existing Consumer and/or Business accounts.
• Identify possible fraudulent activity and minimize potential loss to American Express.
• Gather and analyze pertinent data to determine the appropriate course of action.
• Handle inbound/outbound calls on accounts while maintaining a professional working relationship between American Express, the customer, and external banks.
• Identify fraud trends.
• Develop continuous process improvements.

Requirements & Tech Stack

• Strong computer literacy.
• Solid working knowledge of current internet technology.
• Ability to research information for business-related purposes.
• Proficiency with Microsoft Office products.
• Ability to navigate in multiple computer systems simultaneously.

Qualifications

• Experience working with online deposit fraud.
• Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases.
• Ability to digest and synthesize large amounts of information, financial and otherwise from numerous sources.
• Ability to effectively communicate American Express concerns while ensuring customers that they are valued.
• Must possess intuitive and deductive reasoning skills.
• Comfortable making decisions and recommendations in unclear circumstances.
• Ability to manage multiple tasks effectively while progressing through work concurrently.
• Resilient with the desire to continually improve personal performance, customer satisfaction, and business brand.
• Demonstrated patience and ability to solve customer concerns.
• Must have strong time management skills.
• Ability to work under pressure and with limited supervision.
• Must have excellent written and verbal communication skills.

Preferred Qualifications

• Ability to use good, sound judgment in decision making.
• Strong understanding and knowledge of US Banking Regulations.
• Ability to effectively manage change and remain calm in stressful situations.
• Self-motivated and committed to drive results with professional business maturity.