American Express Careers

Account Protection Specialist

Phoenix, Arizona
Customer Care Operations

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Job Description

The Account Protection Specialist is responsible for preventing loss in a production environment, by handling credit runaway and credit abuse cases for Business and Consumer accounts. 
Participating on this team provides a new opportunity for enhancing analytical skills. Employees in this position handle cases involving possible intention by card members to defraud American Express or cause American Express to suffer significant financial loss.
These positions assist with the aging and maintenance of the CBO portfolio and support both inbound and outbound volume with a dedicated 800 line. Ability to quickly analyze data and make a decision in ambiguous situations is critical to success in this role. Associates are accountable for researching, decisioning and actioning accounts referred into the CBO department.


  • Strong oral communication skills
  • Demonstrated ability to de-escalate calls
  • Sustained performance in decision quality and/or quality monitor performance
  • Demonstrated ability to work effectively within a team
  • Ability to handle ongoing change and implementation of new procedures
  • Positive attitude
  • Demonstrated ability to identify solutions when issues are encountered
  • Ability to handle complex account information
  • Ability to identify solutions to process gaps
  • Comfort with ambiguity
  • Excellent problem solving skills
  • Excellent organizational and follow up skills
  • Ability to professionally give and receive constructive feedback
  • Ability to make effective decisions without direct supervision
  • Strong flexibility and adaptability to constant change
  • Ability to make and be accountable for decisions made on accounts
  • Self starter and ability to manage time effectively
  • Ability to multi task
  • Must have credit knowledge
Hours of operation are 7 days a week: M-F 5:00 am -10:00 pm; Sat & Sun 9 am to 2 pm. Candidates need to be able to work any shift or schedule during operating hours.

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: 18017126
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 15, 2018, 12:02:53 PM
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