Technical Client Support Associate

Job Description

Accertify is a  leading provider of fraud prevention, chargeback management, device intelligence and payment gateway solutions to customers spanning diverse industries worldwide. Together, we have demonstrated tremendous growth and value to our impressive list of merchants that we protect. This continued rapid growth creates additional opportunities to enhance the value we provide to our clients with all of our solutions.

Accertify is  a wholly owned subsidiaries of American Express. We are looking for a Client Support Associate to join our team to assist our customers and manage their exposure to online credit card fraud.

Job Responsibilities Include:

  • Provide technical support and set up for our clients regarding our Fraud, Chargeback, and Payment Gateway functionalities

  • Troubleshooting client issues connecting to our systems. Monitor for system alerts. Contact clients when interruptions in their data feed are impacted

  • Develop and deploy fraud transaction screening rules and methodologies

  • Configure Fraud Analyst user interface to client’s specifications

  • Work closely with clients to identify new features and functionality for Interceptas

  • Work closely with Accertify Subject Matter Experts to evaluate and identify emerging technologies/fraud trends and adopt new approaches and features as needed

  • Develop a strong relationship with clients to deliver exceptional service and ensure that expectations are exceeded

  • Act as a liaison between external clients and internal departments including Account Management, Operations, and Development teams

  • Collaborate and attend meetings as assigned

Minimum Qualifications

This is a high visibility role and requires excellent communication skills as well as a dynamic and energetic approach to problem-solving in order to further a best in class customer experience.

Specific qualifications include:

  • Prior experience working directly with customers

  • Experience with technical troubleshooting of an application

  • Excellent written and verbal communication skills

  • Energetic, enthusiastic, and have a “can do” positive attitude

  • Detail oriented

  • Posses leadership traits and characteristics

  • Educational requirement: Bachelor’s Degree and/or 3+ years experience of application support experience required, preferably supporting software as a service (SaaS)

Preferred Additional:

  • Experience with online credit card fraud prevention a plus

  • Experience with supporting payment transactions with a card processor

  • Experience with supporting chargeback processes

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

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

ReqID: 20008945
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 22, 2021, 5:04:46 AM