American Express Careers

Chargeback Analyst

Itasca, Illinois
Customer Care Operations

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Job Description

• Entry Level Position

• Research credit card disputes and build response cases to recover funds for various merchants; while using proprietary software

• Efficiently research and present evidence on validate transactions. Ensure accurate and appropriate responses to disputes

• Maintain strict adherence to domestic and international chargeback rules and regulations

• Provide a high standard of professional/caring/friendly service while maintaining or exceeding the established standards for chargeback productivity and quality

• Perform link analysis on missed hostile fraudulent transactions as required

• Ability to analyze information, think through difficult problems, and make critical decisions based on limited information and/or direction

• Work with peers and leadership by communicating chargeback anomalies, or fraud trends (based on received chargebacks), and sharing ideas and information

• May require shift-work, including weekends and holidays



Required Skills/Qualifications:

• Strong customer service, analytical, and decision-making skills
• Excellent client focus and attention to details
• Excellent verbal & written communication skills
• Excellent time management and decision making skills while effectively handling high volume situations with little management over-site
• Aggressive, persistent and inquisitive personality
• Successful completion of a background check
• Abide strictly by the company’s data protection policies
• Strong Internet research, Microsoft Office, and overall PC skills
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups; internal personnel, customers, and/or employees of organization
• Work weekends and/or holidays as required by business need

Educational requirement:

Associate Degree and/or two (2) years related experience and/or training related to chargeback dispute processing in Online Services, Advertising, Retail, and/or the Travel domain (previous credit card chargeback experience preferred for e-commerce or e-commerce fraud review), or equivalent combination of both education and experience.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.


ReqID: 18000667
Schedule (Full-Time/Part-Time): Full-time
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