Account Protection Specialist

American Express is hiring for the position of Account Protection Specialist!

Responsibilities of the Candidate:

• Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis
• Meet and endeavour to exceed metrics on VoCM, transactional quality, compliance regulations and productivity as per goals
• Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times
• Balance customer interests with the interests of American Express
• Communicate effectively, oral and written to identify and document necessary information
• Confirm of fraud the Account Protection Specialist is responsible for processing card replacements and setting up/action fraud cases on fraud transactions
• Highlight issues through feedback and recommend changes in workflows, procedures, and service levels, based on customer demands to meet their needs and ensure quality service is given at all times
• Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis
• Identify potential fraud trends and patterns , and review fraud claims from card members
• Make a decision to either accept the claim from the card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence
• Detect and minimize credit and fraud risk whilst enabling card member spend at the same time

Requirements:

• Excellent communication skills
• Graduate degree holder
• Experience in International Customer care Industry
• Basic MS Office knowledge
• Adaptable
• Positive Attitude
• Growth Mindset