American Express Careers

Fraud Authorisations Account Protection Specialist - English Speaking - Rotating Night

Kuala Lumpur, Malaysia
Customer Care Operations


Job Description

What’s in store for you?
  • Service transaction level credit and fraud risk inbound calls from merchants and card members based in Singapore, Hong Kong, Australia, New Zealand, India, Taiwan, UK, and USA.
  • Detect and minimize credit and fraud risk whilst enabling card member spend at the same time
  • Real time, transaction level credit and fraud risk assessments
  • Point of Sales (POS) approval •Charge Reversals
  • Resolve cases within the assigned empowerment limit
  • Must be willing to work on rotating night shifts (5-day week, rotating off days, shift as early at 4pm staggered until as late as 10pm)
  • Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
  • Handle a vast portfolio of premium Customers and Service Establishments based in United States of America, Singapore, Hong Kong, Australia, New Zealand, Taiwan, India, and United Kingdom.
  • Working hours (weekday) : rotating night shift, starting as early as 4pm, ending as late as 7am.
  • Working hours (weekend) : rotating noon/night shift , starting as early as 12pm, ending as late as 7am.
  • Allowance : Night shift and travel allowances = RM1044/month.
Languages
  • English
Key responsibilities include but is not limited to the following:-
  • Responsible for making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.
  • Verify charges, whether it is confirmed fraud or valid charges. Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis.
  • 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.
  • Communicate effectively, oral and written to identify and document necessary information.
  • Efficiently detect and prevent fraudulent activity, whist enhancing customer experience through world class servicing.
  • You will be servicing a diverse number of markets and customers who are our esteemed service establishments and valued card members.
  • You will be empowered to make decisions in resolving real time transaction level approvals.
  • Service transaction level inbound calls, enabling spend and generating revenue, whilst minimizing credit and fraud risk.

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

 

You will be rewarded with:

  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
  • Monthly Incentives – Based on customer experience (not sales), so you get rewarded for doing what you do best.
  • Extensive paid 3 Months Training – Giving you the skills and training you need to be a success!

 

 

American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 7 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:

 

Best of the best Contact Center of the Year (Gold)

Best In House Contact Center (Gold)

Best Recruitment & Retention Programme (Gold)

Best In-house Inbound Contact Centre Under 100 Seats (Gold)

Best Contact Centre Professional (Gold)

Best Contact Centre Manager (Gold)

Best Contact Centre Telemarketer (Gold)

 

Join us and you’ll soon see why.

 

Qualifications

  • Fluent in spoken English to be able to work with merchants and card members based in UK, USA, Singapore, India, Australia & New Zealand
  • Minimum SPM/STPM qualifications, preferably with tertiary education.
  • Typing skills 40-45 wpm.
  • High level of integrity.
  • PERSONAL CHARACTERISTICS : Maturity and Adaptability to cultural differences and diversity. Team player who is able to work in diverse group.
 

ReqID: 18004306
Schedule (Full-Time/Part-Time): Full-time