Account Protection Specialist (Voice)

AMERICAN EXPRESS; Gurugram District; Hybrid; INR 500,000 - 700,000; Full time

Job summary

American Express is seeking a Fraud Analyst to identify fraudulent charges and manage fraud cases across card members and merchants. You will assess risk in real time, make decisions on claims, and work within empowerment limits while maintaining high quality and compliance metrics.

The role supports a hybrid work model and requires strong communication, analytical skills, and the ability to operate in a 24/7 rotating environment.

Qualifications

• Excellent communication skills are required.
• Proven analytical and problem-solving abilities with attention to detail.
• Ability to work in a fast-paced, metric-driven environment.
• Hybrid work environment experience preferred.
• Willingness to operate in a 24/7 rotational setting.

Responsibilities

• Make proactive attempts to identify fraudulent charges via inbound and outbound calls.
• Answer inbound calls from Card members and set up/action fraud cases on calls.
• Review fraud claims to decide on acceptance or rejection.
• Detect and minimize credit and fraud risk while enabling spend.
• Provide real-time, transaction-level risk assessments for requests from Card members or merchants.
• Approve POS and handle merchant reversals as needed.
• Resolve cases within empowerment limits and meet quality metrics.

Skills

Excellent communication

Analytical thinking

Problem solving

Multitasking

Education

Undergraduates/Graduates

Tools

Windows

Job description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, youll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

• Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
• Answer inbound calls from Card members and set up/action fraud cases on calls
• Review fraud claims from Card members to make a decision, to either accept the claim from the Card member or reject it
• Detect and minimize credit and fraud risk whilst enabling spend at the same time
• Real time, transaction level credit and fraud risk assessments for requests received from our Cardmember or merchants
• Point of Sales (POS) approval, charge reversals request from merchant establishments
• Resolve cases within the assigned empowerment limit
• Continue to monitor current trends in Fraud landscape & suggest preventive & corrective measures
• Meet and endeavor to exceed metrics on transactional quality, compliance, RTF, regulations and productivity as per goals

Minimum Qualification:

• Undergraduates/Graduates
• Excellent communication
• Minimum 1 year experience in contact center domain
• Proven analytical and problem-solving skills with a strong attention to detail
• Ability to work in a hybrid environment
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment
• Ability to work in a 24/7 rotational environment

Preferred Qualification:

• Strong interpersonal, communication and listening skills