American Express Careers

Account Protection Specialist

Gurgaon, India
Customer Care Risk Management

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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.
1.Function Description:
•For making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
•Taking/Making IB and OB Calls. Working Through Dialer System To Verify Possible Fraud Charges On UK, Euro And Dollar Accounts
•Identify potential fraud trends and patterns , and review fraud claims from Card members
•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 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
•Detect and minimize credit and fraud risk whilst enabling card member spend at the same time
•Point of Sales (POS) approval
2.Purpose of the Role: Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis
•Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis
• Meet and endeavor to exceed metrics on VoCM, transactional quality, compliance regulations and productivity as per goals
•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
•Balance customer interests with the interests of American Express
•Communicates effectively, oral and written to identify and document necessary information
•The Global Fraud Protection Services Team is able to quickly confirm fraudulent activity, which enhances the Customer Experience and minimizes the potential loss to American Express
• Upon confirmation of fraud the Account Protection Specialist is responsible for processing card replacements and setting up/action fraud cases on fraud transactions
•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
•Demonstrated dependability/self-motivating skills
•PC proficient


1.Critical Factors to Success: Excellent communication
2.Past Experience: International Customer care Industry
3.Academic Background: Both graduates & Undergraduates
4.Functional Skills/Capabilities: Excellent verbal / written communication skills . Change Management Ability - Multi Tasking - ability to work on several screens/systems at a quick pace
5.Technical Skills/Capabilities: Basic MS office
6.Knowledge of Platforms: NA
7. Behavioral Skills/Capabilities: Adaptable ,Positive Attitude , Growth Mindset

ReqID: 19014506
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 13, 2019, 5:05:16 AM
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