Account Protection Specialist

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Job Description

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
  1. Function Description –


  • For making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
  • Taking/Making IB and OB Calls. Working Through Dialler System To Verify Possible Fraud Charges On Dollar Accounts
  • Identify potential fraud trends and patterns , and review fraud claims from Card members
  • Upon review, a decision is made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence
  • Either decision results in necessary maintenance to the account to send appropriate correspondence and make financial adjustments to either parties and notate the account
  • Detect and minimize credit and fraud risk whilst enabling card member spend at the same time
  • Point of Sales (POS) approval


  1. Purpose of the Role -  


Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis.

Minimum Qualifications

3. Responsibilities –
  • Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis.
  •  Meet and endeavour to exceed metrics on VoCM, 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 given at all times
  • Balance customer interests with the interests of American Express
  • Communicates effectively, oral and written to identify and document necessary information
  • The Global Fraud Protection Services Team is able to quickly confirm fraudulent activity, which enhances the Customer Experience and minimizes the potential loss to American Express
  •  Upon confirmation of fraud the Account Protection Specialist is responsible for processing card replacements and setting up/action fraud cases on fraud transactions
  • 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
  • Demonstrated dependability/self-motivating skills
  • PC proficient
4. Critical Factors to Success - Excellent communication
5. Past Experience – International Customer care Industry
6. Academic Background – Graduates
7. Technical Skills/Capabilities - Basic MS office
8. Behavioural Skills/Capabilities - Adaptable ,Positive Attitude , Growth Mindset
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: 21006100
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 17, 2021, 7:48:15 AM