Suspect Fraud Analyst

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.

The Global Services (GS) team is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the world's most respected service brand. As part of GS, the Global Credit and Fraud Operations (GCFO) organization plays a vital role in providing the world's best customer experience over various cardmember journeys from new acquisitions to Credit & Collections, ensuring we protect the company's assets & brand.

As part of GCFO, Global Fraud oversees the end-to-end management of Fraud & Authorization Servicing and Claims processing worldwide. Our mission is to ensure every interaction is managed with precision, care, and an unwavering commitment to protecting both our customers and our company.

We are seeking colleagues to become Account Protection Specialists (APS) for our Suspect Fraud Team. As a member of the Suspect Fraud Team, you will research and investigate potentially suspicious fraud claims referred by Fraud Risk for additional investigation. A successful candidate will aide in protecting and minimizing fraud losses as well as being an advocate for the merchant by using a variety of tools to determine validity, various trends, and/or process improvements. This position involves inbound and outbound customer contact with both the card member and service establishment to validate the claim, educate, inform and deliver a sometimes-difficult message while diffusing situations. The successful candidate will be accountable to successfully manage a high inventory caseload, meet performance metrics while ensuring inquiries and transactions are handled professionally, in accordance with company policies, regulatory requirements and service level agreements.

Roles & Responsibilities:

• Perform manual reviews on accounts claimed as fraud by card members.
• Ensure accurate analysis of claims and make sound decisions to approve or decline through systematic analysis.
• Meet and endeavor to exceed metrics on 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 always given.
• Balance customer interests with the interests of American Express.
• Quality focused with strong attention to detail.
• Excellent listening and verbal communication skills, exhibiting a strong presence and the ability to communicate effectively across all audiences.
• Outbound and Inbound work effort by the colleague with card members, merchants and relevant stakeholders
• This role may be subject to additional background verification checks.
• Self- driven and demonstrate the ability to deliver on tasks without direct supervision
• Shifts & Week Offs: Ability to work US hours, Monday to Friday with Afternoon and Evening Shift.

Minimum Qualifications:

• Strong analytical skills and demonstrated ability to effectively balance research vs. efficiency and adjusting work effort based on priorities (adapt to change)
• Ability to manage and prioritize large caseload on a daily basis.
• Demonstrated experience with ability to identify and report new trends.
• Demonstrated personal accountability via self-motivation, initiative, driving results.
• Ability to work independently and maintain confidential information.
• Excellent communication skills with both internal and external customers via phone and written correspondence.
• Demonstrated ability to deliver a difficult message with minimal escalations.
• Experience working under Federal Regulatory Compliance guidelines with accountability for quality, efficiency, and effectiveness metrics.
• Strong Command on the English Language (specifically Concepts of Functional Grammar and its usage) both in terms of understanding and assessing.

Preferred Qualifications:

• Candidate should be a Graduate in any educational stream.
• Experience working with Credit/Charge Card fraud claims.

Please note, salary increases in case of a lateral move are provided only on an exception basis and in line with compensation guidelines.

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 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.