You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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 regulations and productivity as per goals.
Based on customer demands, highlight issues through feedback and recommend changes in workflows, procedures and service levels.
Strong team player with high level of integrity ready to work in rotational shifts and weekoff’s .
Prior experience in phone servicing required
Multi-skilled across card platforms/products is preferable.
Passion to drive results-demonstrated by self-scores
Should display multitasking skills, strong personal accountability & is result Oriented.
Should possess sound analytical, decision making and problem-solving skills.
Proficiency in MS Office – Excel, PowerPoint and Word preferred.
Strong knowledge of American Express product, policies & procedures.
Change management ability & self-motivating skills.
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.
Primary Location: India-Haryana-Gurgaon
Req ID: 22014310