American Express Careers

Account Protection Specialist - EMEA

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.
  • Responsible for end to end processing of Fraud chargeback for EMEA region
  • Achieve high productivity whilst maintaining good accuracy are challenges for the role
  • Able to make sound, fact based decisions drawing on information
  • Self motivated and an ability to work unsupervised and ability to perform under a pressured environment to service Card members
  • Ensure fraud procedures and adhered to and timelines to meet customer and business partner SLA requirements- Review , decision and process Fraud Customer Service referrals
  • Understand and comply with all Fraud processes and local regulations
  • Work on other fraud related tasks and projects as and when required
  • Able to work shift (5pm to 2am Monday to Friday)
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 8 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.


  • Demonstrated ability to consistently achieve high efficiency while not compromising on quality
  • Strong knowledge in Microsoft Office applications.
  • An effective communicator able to articulate clearly and concisely both verbally and in writing, presenting information in a logical manner.
  • Understanding of card acceptance procedures would be an advantage
  • Understanding of the Disputes/Chargeback process would be an advantage.
  • Proven ability to make fact based decisions in a timely manner.
  • Ability to work with numbers at high speed and maintains accuracy
  • Flexibility with hours and work processes

ReqID: 19001077
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 31, 2019, 3:48:01 AM