American Express Careers

Fraud Protection Specialist –Global Fraud & New Accounts (Rotating Day Shift) -Attractive Salary up to RM6k!

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

Get ahead in your career by joining our Account Security Group as an Account Protection Specialist within Global Fraud & New Accounts (GFNA), part of the Global Servicing Group  (GSG). GFNA manages fraud capabilities, strategies and operations to protect American Express merchants and customers from fraud by handling all aspects of the fraud lifecycle, including prevention, detection and recoveries. 

What’s in store for you? 
  • Join and be associated with one of the world’s most valuable brand! 
  • Handle a vast portfolio of premium Customers based in United States of America, Singapore, Australia, New Zealand, India, and United Kingdom
  • Competitive salary and monthly performance incentive
  • Huge career potential and global growth opportunities 
  • Key responsibilities include but are not limited to the following: 
  • You will primarily receive inbound calls from card members and make out bound calls regarding fraud –related inquiries. 
  • You will verify charges, whether it is confirmed fraud or valid charges. Ensure accurate analysis of Fraud claims and make sound decisions to approve or decline 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
  • Communicates effectively, verbal 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 valued Card Members. 
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.
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.


What we’re looking for? 
  • Service oriented and strong proficiency in English 
  • Fluent in Mandarin and Cantonese would be an added advantage 
  • Exposure in handling customers and/or clients from US, ANZ and/or UK is highly preferred 
  • A degree holder with a minimum of two years of Customer Service (Call Center or Hotel) experience 
  • Banking or credit experience preferred but not essential 
  • Ability to communicate a difficult message while using the fraud experience to enhance customer loyalty 
  • Demonstrate patience and ability to resolve customer concerns 
  • Ability to use good, sound judgment in decision making
  • Ability to navigate multiple computer systems while interacting with the customer 
  • Strong analytical skills and ability to process large amounts of data in a short time frame 
  • Typing skills 40-45wpm 
  • Hold a high level of integrity 
  • Must be willing on rotating shift (5-day week, rotating off days) 
  • Maturity and adaptability to cultural differences and diversity 
  • Team Player who is able to work in diverse group 

ReqID: 18011037
Schedule (Full-Time/Part-Time): Full-time