The Account Protection Specialist (APS) is responsible for the efficient processing of financial and non-financial related telephone inquiries from both Cardmembers and Service Establishments. A key player on the risk operations team, the APS is responsible for making approval and decline decisions on charge requests, as well as detecting potential fraud at the point of sale.
APS make profitable credit decisions while providing excellent customer service by acquiring the necessary information that will enable them to do so; excellent communication skills are a must. You may also play a role in assisting your colleagues in other international centers to resolve charges from traveling cardmembers. At times, this position requires working with valued customers who are upset and not co-operative - you will use your skills and expertise to leave a lasting, positive impression.
Key responsibilities include handling Merchant Voice Authorizations requests, Fraud charge verification, inbound / outbound Canadian and France Fraud after Hours Authorizations, Fraud and Credit calls in a 24/7 365 days a year call center environment.
The ideal candidate must possess excellent communication skills with fluency in both English and French Complex decision-making skills using multiple data sources are necessary to make approval/decline decisions on credit card changes.
Flexibility to be able to work anytime between 2pm and 10pm including weekends
•Credit Consumer or Fraud experience would be an asset
•Good attendance track record
•Exceptional Bilingual (English/French) verbal communication skills
•Ability to analyze data from multiple sources and make quality decisions under time pressure.
•Positive, professional, Customer-oriented attitude, Extensive knowledge of Amex products, polices and procedures
•Strong ability in establishing and maintaining a solid network of contacts, both internal and external
•Ability to produce high quality of work under minimum supervision.
•Demonstrated professionalism and flexibility. A team player.
•Must be able to explore alternatives and exercise sound judgement when faced with complex cardmember situations
•Must be able to provide premium value and service with limited systems availability on evening/night shifts
•Must be able to work in a 24/7 shift environment which may include working weekends
This role may be subject to additional background verification checks.