Account Protection Specialist

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Job Description

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
  • 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

 2.Purpose of the Role: Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis


3.Responsibilities:

 

 

  • 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 

Qualifications

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: 19021728
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 20, 2020, 10:59:20 AM