Account Protection Specialist

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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.
Function Description:

• Ensure accurate analysis of Fraudulent Application claims and make sound decisions to approve or decline the same through systematic analysis.
• Responsible for providing world-class customer service to card members, merchants and internal customers while gathering and analyzing pertinent data to determine the appropriate course of action.
• Demonstrate the ability to take initiative and make sound business decisions while managing critical business processes such as SOX, ECR referrals/Escalations, Legal Requests, Compliance.
• The position entails calling card members, merchants and third parties with regards to Fraud claim and processing cases.
• Identifying fraud trends and developing continuous process improvements while meeting or exceeding performance guidelines.
• Display strong ECCO knowledge and ability to collaborate with multiple business partners (RISK, FACT, CCC, Compliance, Business Analyst) for process breakdown identification and enhancements/changes.
• 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.
• Provide Feedback on Performance Gaps and Improvement Opportunities.
• Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals.
• Act as a consultant to the internal client, developing robust business solutions and tangible project opportunities while developing and maintaining strong relationships.
• A strong focus on process optimization and capability development is required along with superior relationship building and thought leadership skills.
• Balance customer interests with the interests of American Express.
• Communicates effectively, oral and written to identify and document necessary information.

Essential Prerequisites :
• Proven analytical skills with the ability to process large amounts of information in a short amount of time with a strong attention to detail.
• Must be comfortable making decisions and recommendations in unclear circumstances and be able to manage multiple tasks effectively while progressing through work concurrently.
• Resilient with the desire to continually improve personal performance, customer satisfaction and business brand and demonstrated patience and ability to solve customer concerns.
• Must have strong time management skills and the ability to work under pressure and with limited supervision.
• Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations.
• Demonstrated dependability/self-motivated and committed to drive results with professional business maturity.
• Ability to analyze and interpret data in a systematic meaningful manner.
• Strong interpersonal, communication and listening skills.
• Ability to evaluate card members financial and account data to make sound business decision.
• Excellent verbal / written communication skills.
• Lead Change Management.



  • Critical Factors to Success: Analytical mind, attention to detail & highly result oriented.
  • Past Experience: 1-3 Years
  • Academic Background: Commerce Background
  • Functional Skills/Capabilities: NA
  • Technical Skills/Capabilities: NA
  • Knowledge of Platforms: NA
  • Behavioral Skills/Capabilities: High level of Customer sensitivity, commitment & service orientation.


ReqID: 20000324
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 12, 2020, 10:50:53 PM