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

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security and service.

Role Introduction

Ensure accurate analysis of Fraudulent Application claims and make sound decisions to approve or decline the same through systematic analysis.
Responsible for providing world-class customer service to card members, merchants and internal customers while gathering and analyzing pertinent data to determine the appropriate course of action.
Demonstrate the ability to take initiative and make sound business decisions while managing critical business processes such as SOX, ECR referrals/Escalations, Legal Requests, Compliance.
The position entails calling card members, merchants and third parties with regards to Fraud claim and processing cases.
Identifying fraud trends and developing continuous process improvements while meeting or exceeding performance guidelines.
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 given at all times.
Provide Feedback on Performance Gaps and Improvement Opportunities.
Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals.
Act as a consultant to the internal client, developing robust business solutions and tangible project opportunities while developing and maintaining strong relationships.
A strong focus on process optimization and capability development is required along with superior relationship building and thought leadership skills.
Balance customer interests with the interests of American Express.
Communicates effectively, oral and written to identify and document necessary information.

Minimum Qualifications

Academic Background – Graduate

Essential Prerequisites:

Proven analytical skills with the ability to process large amounts of information in a short amount of time with a strong attention to detail.
Must be comfortable making decisions and recommendations in unclear circumstances and be able to manage multiple tasks effectively while progressing through work concurrently.
Resilient with the desire to continually improve personal performance, customer satisfaction and business brand and demonstrated patience and ability to solve customer concerns.
Must have strong time management skills and the ability to work under pressure and with limited supervision.
Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations.
Demonstrated dependability/self-motivated and committed to drive results with professional business maturity.
Ability to analyze and interpret data in a systematic meaningful manner.
Strong interpersonal, communication and listening skills.
Ability to evaluate card members financial and account data to make sound business decision.
Excellent verbal / written communication skills.
Lead Change Management.

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

ReqID: 21005966
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 12, 2021, 3:31:18 AM

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