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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
 
  • Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis
  • Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account
  • Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks
  • Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner
  • Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
  • Analyze complex information and make sound decisions
  • Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures
  • Meet and endeavor to exceed metrics on 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
  • Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
  • Communicates effectively, oral and written, to review and document necessary information

Minimum Qualifications

Shift Timing:
  • 0730 IST to 2359 IST (Rotational) Sat/Sun Fixed Weekly Off
 
 
Prerequisites:
  • Graduate (preferred commerce background & no regular MBAs)
  • Online typing Test - 28 wpm with 85% accuracy
  • Analytical mindset with attention to detail, high degree of accuracy & ability to multitask effectively
  • High level of customer sensitivity, commitment, service orientation & highly result oriented
  • Strong knowledge of MS Office tools & applications will be preferred
  • Amex product knowledge desirable
  • Preferred Experience 1-3 years
  • Good written & spoken communications including conversational ability
 
 
 
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: 21008304
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 29, 2021, 6:20:40 AM