Account Protection Specialist - Future Opportunities
Account Protection Specialist - Future Opportunities
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1 Vacancy
Job Description
You Lead the Way. Weve Got Your Back.
#6 Philippines Best Workplaces 2023
#10 on Fortune Magazines 2023 Worlds Most Admired Companies
#1 in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
With the right backing people and businesses have the power to progress in incredible ways. When you join Team Amex you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers communities and each other. Here youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits programs and flexibility that support you personally and professionally.
At American Express youll be recognized for your contributions leadership and impactevery colleague has the opportunity to share in the companys success. Together well win as a team striving to uphold ourcompany valuesand powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity and in an environment where everyone is seen heard and feels like they belong.
Join Team Amex and lets lead the way together.
As a brand built on going above and beyond to provide the best customer experience having the most exceptional colleagues is paramount. As the face of the company you can create positive interactions with our customers every day from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching all while learning what it means to continually set the standard for world class customer-first service. Find your place in service on #TeamAmex.
This position is responsible for providing excellent service to our valued U.S. card members whose accounts have potential fraud activity.
As an Account Protection Specialist you will be responsible for building relationships with our customers. This role will involve making outbound or inbound calls in order to identify fraudulent charges.
The role also involves reviewing fraud claims from Card members and servicing transaction level credit and fraud related inbound calls from merchants
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. Upon review a decision needs to be made 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. Subsequently necessary maintenance to the account is required to send appropriate correspondence and make financial adjustments to either parties and notate the account.
Service transaction level credit and fraud related inbound calls from merchants and card members
Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time
Real time transaction level credit and fraud risk assessments
Point of Sale (POS) approval
Charge reversals
Resolve cases within the assigned empowerment limit
A successful Account Protection Specialist is one who:
Has a proven ability to provide exceptional customer service to our card members/merchants by demonstrating empathy building rapport active listening and showing understanding.
Utilize their knowledge of products and service to provide positive solutions
Excellent analytical skills and ability to make accurate decisions
Communicates in a professional manner leading the conversations with the card members/merchants towards a mutually beneficial outcome
Drives results gains personal satisfaction from achieving quality outcomes for the organization
Can provide quality service within specified department targets
Excellent communication and customer service skills
Good time management and prioritizing of tasks
Ability to work within a busy and demanding team environment
Please note that this is a future opportunity in American Express.
Qualifications:
- Minimum work experience of 2 years of customer service experience in a be in a related industry over the phone with a passion for building customer loyalty through exceptional listening relationship building and verbal communication
- Should have previous Fraud experience
- Ability to work in a fast paced metric driven environment with proficient multitasking and navigation
- Demonstrated consultative experience ability to influence resourceful
- Creative problem-solving eager to find customized solutions
- Bachelors degree associate degree college undergrads may apply
Additional Details:
- Location: BGC Corporate Center 2 5th Avenue corner 30th Street Bonifacio Global City Taguig
- Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
- Work From Home Requirements:
- Must have at least 25 mbps internet connection plan / speed
- Must have a private & quiet area to work at home
- American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical financial and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical dental vision life insurance and disability benefits (depending on location)
- Flexible working model with hybrid onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.
To know more about our recruitment process you may watch this short video What to Expect: Recruitment at American Express
Excited to be part of #TeamAMEX Walk-in applications will be processed on the same day.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
