Account Protection Specialist

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Job Description

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.

Purpose of the Role:


• Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis

• Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account

• Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks

• Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner

•Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls

•Analyze complex information and make sound decisions

• Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures

•Meet and endeavor to exceed metrics on 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

• Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction

• Communicates effectively, oral and written, to review and document necessary information




Critical Factors to Success:

•Graduate (preferred commerce background & no regular MBAs)

• Online typing Test - 28 wpm with 85% accuracy

•Analytical mindset with attention to detail, high degree of accuracy & ability to multitask effectively

• High level of customer sensitivity, commitment, service orientation & highly result oriented

Past Experience:

•  Preferred Experience 1-3 years

Academic Background:

•Graduate (preferred commerce background & no regular MBAs)

Functional Skills/Capabilities:

•  Strong knowledge of MS Office tools & applications will be preferred

• Amex product knowledge desirable

• Good written & spoken communications including conversational ability

•0730 IST to 2359 IST (Rotational) Sat/Sun Fixed Weekly Off

Technical Skills/Capabilities:

Knowledge of Platforms:
Behavioral Skills/Capabilities:
Enterprise Leadership Behaviors

•Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

•Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

• Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage  



ReqID: 19019418
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 14, 2019, 5:09:29 AM