Job description 

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Account Protection Specialist

Gurgaon, Haryana, India

ID: 23013519

Job Description

Work Location Options:

Hybrid

You Lead the Way. We’ve Got Your Back.

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, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

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