American Express Careers

Sr. Account Protection Specialist

Gurgaon, India
Customer Care Operations

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Job Description

This is Band 28 requisition.
The fraud analyst position within GFPS is designed to review incoming fraud claims from Card members through Calls or Emails. 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 phones/ 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.
 Key responsibilities include but are not limited to the following:
1. Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis
2. Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals
3. 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
4. Balance customer interests with the interests of American Express
5. Communicates effectively, oral and written to identify and document necessary information

6. Shift 24x7




• Deliver best in Business Metrics such as RTF, Resolution Rate, Health Of Compliance(Hoc) Results, Quality Performance, etc
• Should be familiar with 1FV
• Ensure that Internal Policies, Procedures, and Compliance Regulations are being followed
• Identify Improvement Opportunities, Develop and Drive appropriate actions plans
• Ability to analyze and interpret data in a systematic meaningful manner
• 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
• Change Management Ability
• Multi-Tasking - ability to work on several screens/systems at a quick pace
 Eligibility Criteria:
1. Minimum G2/L2 for the last year
2. Completion of one year in the current role
3. Excellent written and oral communication skills
4. Strong understanding of GFPS – ASG/ FAST procedures
5. High Knowledge base for the process
6. Passion to drive results- demonstrated by self-scores
7. Knowledge of American Express policies & procedures
8. Excellent organizational skills & execution quotient
9. No form of active counseling

ReqID: 18010710
Schedule (Full-Time/Part-Time): Full-time
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