Account Protection Specialist

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.
How will you make an impact in this role?
This position is responsible for providing excellent service to our valued U.K Based customers whose accounts may have fraudulent activities. As an Account Protection Specialist, you will be responsible to balance Customer interest with interest of American Express and ensure review of fraud claims from our Cardmembers and service transaction level credit & fraud risk inbound calls from merchants. This role will involve making outbound or inbound calls to our valued customers, to identify potential fraudulent charges and provide extra-ordinary customer service.
For 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 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
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

Minimum Qualification:
Graduate
Strong interpersonal, communication and listening skills
Learn and adapt to new information and technology platforms

Preferred Qualification:
Amex product knowledge is desirable
Highly self-motivated, results-oriented, and positive
The ideal candidate should have demonstrable analytical skills along with a passion for research and investigative evidence analysis

Compliance Language
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.