Account Protection Specialist

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared 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

HRT (Hight Risk Transaction) works on the pre-approved cards and prevents Fraud at the stage of Application. Most of the applications HRT works on are Fraud which gives HRT an opportunity to make an impact on our Applicants customer experience.

• Listening to and connecting with the customer
• Making Outbound calls and taking inbound calls to resolve concerns for card members.
• Exercising sound judgment in a world that is gray vs. black/white
• Delivering excellent service even when sharing a difficult message
• Thinking analytically with strong attention to detail and a commitment to accuracy
• Empathizing with and educating fraud victims
• Driving innovation and change by identifying trends and flagging opportunities for better servicing and reducing fraud
• Receiving and incorporating feedback to continuously improve
• Being 100% focused on the team's success
• Shift window 1730 -0600 AM

Minimum Qualifications

• 18 months or more of Fraud and/or Customer Service experience
• Graduate or Undergraduate with relevant experience
• Comfortable navigating multiple systems while simultaneously interacting with the customer

Preferred Qualifications

• Team player and strong collaborator
• High degree of accuracy, attention to detail & ability to multitask effectively
• Knowledge of the credit card business
• Excellent Communication & Relationship Skills. Ability to Demonstrate Flexibility and Resilience in the face of Changing Business Requirement

• Fraud Knowledge is preferred

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the Prohibited Grounds). If you have a disability and need accommodation, please speak with the Recruiter for more information.

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