American Express Careers

Authorisations & Fraud Prevention Analyst 24/7

Brussels, Belgium
Customer Care Operations

Job Description


The Authorisations & Fraud Prevention Analyst works in a 24/7 shift regime and focuses on following main objectives:

  • Analysing and processing of fraud referrals and contact customers when necessary to verify suspicious transactions on their Amex accounts / cards with the objective to prevent fraud and to timely block Amex accounts / cards to prevent additional fraud.

  • Timely communicate key information with regard to the methods, causes and patterns obtained from the analysis of the fraud referrals to the Manager and the Fraud & Disputes team with the aim to suggest improvements to the fraud detection and prevention rules.

  • Grant authorisation to merchants for processing specific transactions by performing correct credit analysis (mainly out of office hours – OOOH) and by correctly interpreting the client information, taking into account the Credit & Risk rules and parameters as stipulated by Amex.

  • Answering OOOH Customer Service calls for card members and merchants by replying to questions, handling problems and by providing following up when necessary.

  • He/she is also responsible for:

  • Send the necessary documents to internal and external customers upon starting a fraud case.

  • Daily follow up of open fraud prevention cases in the worklist, aiming for an optimal processing.

  • Creating and sending Emergency Cards for and to card members in Belgium and abroad.

  • Follow up, process and answer questions of internal and external customers.

  • Answer to internal and external calls that relate to the main objectives.

  • Execute specific tasks and changes to customer files for which only the team possesses the required expertise and access rights to the systems.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.




Required skills: 

  • Possess preceding knowledge and experience of the products, services and procedures within the own domain and execute a number of well-defined tasks instructed and supervised by a manager
  • Ability to autonomously process data out of one specific sub-discipline and look for pattern and cause /effect
  • Act on own initiative within well-defined guidelines and procedures and be able to propose normal improvements under supervision of a manager
  • Transfer own knowledge and best working practices in a formal and informal way to the colleagues and the team
  • Answer correctly and in a structured way more complex questions from internal and external customers according to set rules and procedures with a view to provide accurate solutions. Able to correctly report on data and incidents
  • Treat others fairly, respect confidentiality and approach others in an honest way
  • Dispose of the required maturity and flexibility to obtain a balanced work planning and optimal customer service in a 24/7 operational environment 

Education and learning time

  • The function requires a knowledge that is at least equivalent to a secondary degree (or equivalent experience) with 3 to 6 months learning time.


  • Dutch – Experienced (written & oral)
  • French – Experience (written & oral)
  • English – Experience (written & oral)


  • MS Office - Experienced
  • Proprietary IT platforms
  • Job specific IT systems

ReqID: 18015567
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 18, 2019, 8:54:57 AM