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.
  • 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.



  • 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