American Express Careers

Fraud Content Expert / Reports Analyst

Bonifacio Global City, Philippines
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.
 
Your experience meets a world of opportunity.
 
WE ARE AON HEWITT’S BEST EMPLOYER FOR 2017 AND 2018 IN THE PHILIPPINES
ICT Award’s Best Global In-House Center Company for 2017 and 2018
J.D. Power’s ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
 
The best Global In-House Center in the Philippines is looking for top-notch FRAUD CONTENT EXPERT / REPORTS ANALYST to join the fast-growing Fraud and New Accounts team!
 
American Express’s mission is to be world’s most respected service brand. The Global Credit and Fraud Network protects American Express' assets by minimizing credit and fraud losses at best-in-class levels. We utilize outstanding techniques, ensuring compliance with all regulatory requirements, and provide superior service to improve customer and shareholder value. We will accomplish this by having the most talented teams who are supported by best-in-class capabilities and processes.
 
Are you ready to be part of an elite team of crime fighters who represent the face of American Express as the world-leading brand in customer service?
 
Key responsibilities include:
  • Ongoing analysis and commentary on key performance indicators in Manila Fraud Network, including RTF and Customer Experience drivers, and production metrics such as call volume, AHT, etc.  An important element of the role will be able to understand this data, and to be able create visually powerful presentations, and as such advance PowerPoint and Excel skills are essential.
  • To present data via format presentations and/or Power Point decks to various levels within the organization
  • Analysis of monthly data and goal setting / re-setting for the utility
  • Observe and identify trends in various business metrics and apprise the leadership of the same
  • Responsible to put a process around performance management and rewards and recognition
  • Partner with various stakeholders to enhance existing performance management process, metrics and platforms
  • Regularly update Global Credit Administration Manila leadership team with business trends and analysis
  • Work closely with operations and business analyst to build a strong reporting structure
  • Conduct internal audit on all areas of the business to ensure that we are aligned with various compliance regulations /policies
 
Here are some perks!
  • Exposure to international stakeholders
  • Opportunity to work in a culture of high level of independence
  • Career development – we nurture extraordinary talent & enable growth
  • Culture of recognition – praise, rewards and celebration!
  • HMO coverage for you from Day 1 and your qualified dependents within your first month
  • Life Insurance and Critical Illness benefit (over and above HMO)
  • Retirement Benefit – grow with us!
  • Attractive leave options, fun and exciting on-site facilities (fitness studio, gym with instructor, mother’s room and our Karaoke room)
  • Annual variable bonus depends on your performance
 
THE IDEAL CANDIDATE is highly trainable, proactive, committed, motivated, and has good time management skills
 

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

Qualifications

Qualifications:
  • Strong working knowledge of Microsoft Word, Excel, PowerPoint REQUIRED
  • Prior exposure to Management Information Systems is PREFERRED
  • Must be able to work and deliver against deadlines
  • Methodical, logical, with a keen attention to detail
  • Passionate about integrity of processes
  • Credentials in analysis and presentation would be A PLUS
  • Good working interpersonal and negotiation skills and the ability to communicate at all levels
  • Proven ability to drive high productivity & sustained performance
  • Manage conflict and counsel performance
  • Strong team player with a high level of integrity
  • Result oriented and decision making skills
  • Ability to demonstrate flexibility and resilience in the face of changing business requirement
  • Strong analytical skills (Mathematics and Statistics background PREFERRED)
 
Application Process
Once screened and invited by the Talent Acquisition team, expect at least 2-3 face-to-face interviews with a technical exam to happen after. The interviews will be conducted by the team’s Lead Business Analyst, Service Delivery Leader, and Director.

ReqID: 19002075
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 3, 2019, 7:13:56 PM