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, RTF, regulations and productivity as per goals
Minimum Qualification:
Graduate
Strong interpersonal, communication and listening skills
Learn and adapt to new information and technology platforms
Preferred Qualification:
Amex product knowledge is desirable
Highly self-motivated, results-oriented, and positive
The ideal candidate should have demonstrable analytical skills along with a passion for research and investigative evidence analysis
We back our colleagues and their loved ones with benefits and programs that support their holistic we'll-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-we'll-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 we'llness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
