American Express Careers

Account Protection Specialist

Gurgaon, India
Customer Care Risk Management

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Job Description

Global Fraud Protection Services – Fraud Account Security team
GCA aims to strike the right balance between helping customers in need through a range of workout programs, and taking actions to prevent spending that will not be paid back to American Express. In short, our primary focus is to protect and recover American Express' receivable assets, while delivering on our customer commitment.
This position is responsible for providing excellent service to our valued card members whose accounts have fraudulent activities. This role involves making outbound or inbound calls to our customers in order to identify fraudulent charges.
Job Description:
 Band 28 GFPS
Global Fraud Protection Services – Account Protection Specialists are responsible:
•For making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
•Taking/Making IB and OB Calls. Working Through Dialer System To Verify Possible Fraud Charges On UK, Euro And Dollar Accounts
•Identify potential fraud trends and patterns , and review fraud claims from Card members
• Upon review, a decision is made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence
•Either decision results in necessary maintenance to the account to send appropriate correspondence and make financial adjustments to either parties and notate the account
•Detect and minimize credit and fraud risk whilst enabling card member spend at the same time
•Point of Sales (POS) approval
Key responsibilities include but are not limited to the following:
•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 VoCM, 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
•Communicates effectively, oral and written to identify and document necessary information
•The Global Fraud Protection Services Team is able to quickly confirm fraudulent activity, which enhances the Customer Experience and minimizes the potential loss to American Express
•Upon confirmation of fraud the Account Protection Specialist is responsible for processing card replacements and setting up/action fraud cases on fraud transactions
•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
•Demonstrated dependability/self motivating skills
•PC proficient
• 24*7 shifts (Open to work on Weekends(Saturday & Sunday)


•Graduate with 1-3 years of Customer Service Experience
•Fluency in speaking English
•Banking or credit experience preferred
•Ability to communicate a difficult message while using the fraud experience to enhance customer loyalty
•Demonstrated patience and ability to solve customer concerns
•Ability to use good, sound judgment in decision making
•Ability to navigate in multiple computer systems while interacting with the customer
•Strong analytical skills and ability to process large amounts of data in a short time frame
• Adherence to Quality and Compliance Guidelines
•Proven analytical and problem solving skills with a strong attention to detail
•Strong interpersonal, communication and listening skills
•Ability to evaluate card members financial and account data to make sound business decision
•Demonstrated dependability/self motivating skills
•Excellent verbal / written communication skills
•Change Management Ability - Multi Tasking - ability to work on several screens/systems at a quick pace

ReqID: 18010709
Schedule (Full-Time/Part-Time): Full-time
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