American Express Careers

Senior Team Member - Account Security Group

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 28 requisition.

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.

JOB DESCRIPTION :

The fraud analyst position within GFPS is designed to review incoming fraud claims from Card members through Calls or Emails. 
Upon review, a decision is made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through phones/ correspondence.
Either decision results in necessary maintenance to the account to send appropriate correspondence and make financial adjustments to either parties and notate the account. 

Key responsibilities include but are not limited to the following:

1. Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis

2. Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals

3. Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times

4. Balance customer interests with the interests of American Express

5. Communicates effectively, oral and written to identify and document necessary information

6. Shift 24x7

Eligibility Criteria:

1. Completion of one year in the current role

2. Excellent written and oral communication skills

3. Strong understanding of GFPS – ASG/ FAST procedures

4.High Knowledge base for the process

5.Passion to drive results- demonstrated by self scores

6. Knowledge of American Express policies & procedures


Qualifications

QUALIFICATION:


  1. Deliver best in Business Metrics such as RTF, Resolution Rate, Health Of Compliance (Hoc) Results, Quality Performance, etc

  2. Should be familiar with 1FV

  3. Ensure that Internal Policies, procedures, and Compliance Regulations are being followed

  4. Identify Improvement Opportunities, Develop and Drive appropriate actions plans

  5. Ability to analyze and interpret data in a systematic meaningful manner

  6. Proven analytical and problem solving skills with a strong attention to detail

  7. Strong interpersonal, communication and listening skills

  8. Ability to evaluate card members financial and account data to make sound business decision

  9. Demonstrated dependability/self-motivating skills

  10. Change Management Ability

  11. Multi-Tasking - ability to work on several screens/systems at a quick pace     

  12. Excellent organizational skills & execution quotient

  13. No form of active counseling


ReqID: 19005529
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 25, 2019, 6:02:52 AM
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