US Fraud Prevention Specialist - Night Shift

Overview

Get AI-powered advice on this job and more exclusive features. 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.

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

Responsibilities

• Consistently deliver extraordinary service on inbound and / or outbound customer calls to resolve cases in a fast-paced, structured, customer care environment.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while reinforcing the benefits of card membership that deepen customer engagement.
• Identify possible fraudulent activities, investigate allegations of fraud, and minimise the potential loss to American Express by gathering and analysing data to determine the appropriate course of action.
• Develop key consulting skills, including maintaining strong relationships with customers through care and empathy, understanding customer needs, handling objections, and providing solutions.
• Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations.
• Maintain a high level of integrity & accountability to work with customer information and meet compliance requirements.

Minimum Qualifications

Preferred Qualifications

Benefits

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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