American Express Careers

Fraud Operations Team Leader

Phoenix, Arizona
Customer Care Operations

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Job Description

Team Leaders in Global Fraud Protection Services work to service their people in a dynamic, ever changing environment. This is a critical role, as they are ambassadors of “the brand”. They have the opportunity to excite our customers and deliver on the brand promise. They inspire and motivate their team through coaching and development. They act as change agents and are a critical resource for enabling and motivating their team to deliver extraordinary customer care.  This position is responsible for leading a specialized group of 15-17 Account Protection Specialists who handle high risk fraud claims from our customers. Coach and develop a team to drive One Fraud Voice to ensure inquiries and transactions are handled professionally, in accordance with company policies, procedures, service level agreements and legislative requirements.

  • Fully accountable for meeting performance metrics that support customer and employee satisfaction while maintaining shareholder value
  • Provide frequent feedback and direction to staff by assessing skill levels and overall readiness
  • Encourage and support a customer-focused and consultative environment while driving business results by means of effective process improvement, change management and employee development
  • Act as a conduit for communication to ensure direct reports are well informed about issues that affect them and their customers
  • Accountable for service and quality in support of Fraud Protection accounts 

The successful candidate will be able to provide leadership in situations that require strong collaboration with peers to meet business objectives.


Qualifications

  • Requires two years or more of recent Team Leader, Coaching, Learning Specialist or Management experience 
  • Ability to collaborate at all levels of the organization
  • Demonstrated follow-up, coaching and conflict resolution skills
  • Demonstrated excellence in relationship leadership and communication skills with the ability to develop and maintain rapport at multiple levels
  • Ability to analyze situations, negotiate and make decisions in a fast paced environment
  • This individual is results oriented, demonstrates enthusiasm, resilience and a will to win attitude
  • Ability to effectively communicate verbally as well as in writing
  • Ability to drive continuous process improvements and handle multiple priorities
  • Demonstrated analytical thinker, problem solver and decision maker
Must be available to work any shift (7) days a week 5:00am-10:00pm, including holidays

 

“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: 18008239
Schedule (Full-Time/Part-Time): Full-time
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