American Express Careers

Fraud Protection Analyst

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

Why American Express?
Get ahead in your career by joining our Global Fraud Protection Services (GFPS), part of the Global Fraud & New Accounts (GFNA). GFPS manages fraud capabilities, strategies and operations to protect American Express Service Establishments and Card Members from fraud by handling all aspects of the fraud lifecycle, including prevention, detection and recoveries.
  • Join and be associated with one of the world’s most renowned brand!
  • You will handle premium customers based in United States of America, Singapore, Australia, New Zealand, India, and United Kingdom.
Key responsibilities include but are not limited to the following:
  • You will interact with customer to protect their account from fraud activities primarily on inbound and outbound calls, whilst proving World Class servicing.
  • Make sound decisions through systematic analysis.
  • Meet and perform above and beyond expectations especially on Customer Experience and Efficiency metrics.
  • Highlight and recommend changes in workflows, procedures, based on customer demands to meet their needs and ensure best-in class customer experience at all time.
  • Conduct complex investigations and reviews of Service Establishments to protect both the merchant and cardmember from Fraud
  • Compile detailed synopsis of investigative results

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.


What we’re looking for? 
  • Fluent in English with strong customer centric mindset.
  • Excellent written and verbal communication skills.
  • Familiarity with US Merchant regulations, including UDAP
  • Ability to work independently.
  • Ability to synthesize complex information from a variety of sources into a cohesive document.
  • Have International exposure in handling native English speaker e.g. US, ANZ and/or UK is highly preferred.
  • Hold a high level of integrity
  • Typing skills 40-45wpm
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

ReqID: 19004126
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 26, 2019, 9:50:11 AM