Customer Service Analyst T3-II

American Express; Gurugram District; Hybrid; INR 600,000 - 1,100,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Medical insurance

Flexible working model

Job summary

American Express is seeking an Account Protection Specialist in India to review consumer and business accounts for potential fraud using internal and external data sources. You will engage with customers via calls, identify fraud trends, and support continuous process improvements to protect the brand and customers.

The role requires meticulous analysis, strong communication, and the ability to work under pressure while navigating multiple systems and maintaining high service standards.

Qualifications

• Experience with online deposit fraud.
• Ability to analyze potentially unusual financial activity using internal and external data sources.
• Excellent written and verbal communication skills.
• Strong computer literacy and proficiency with Microsoft Office.

Responsibilities

• Handle inbound/outbound calls on accounts, maintaining professionalism with customers and banks.
• Identify fraud trends and contribute to continuous process improvements.

Skills

Fraud analysis

Data interpretation

Customer communication

Decision making

Multitasking

Time management

MS Office

Tools

Fraud management tools

CRM systems

Job description

Job Description

The Account Protection Specialist is responsible for utilizing fraud management techniques/tools while reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.

Responsibilities

The Account Protection Specialist will be responsible for handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express, the customer and external banks. Additional responsibilities include identifying fraud trends and developing continuous process improvements.

Qualifications

Minimum Qualification

• Experience working with onlinedeposit fraud
• Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases
• Ability to digest and synthesize large amounts of information, financial and otherwise from numerous sources
• Ability to effectively communicate American Express concerns while ensuring customers that they are valued
• Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with Microsoft Office products
• Must possess intuitive and deductive reasoning skills and be comfortable making decisions and recommendations in unclear circumstances
• Manage multiple tasks effectively while progressing through work concurrently
• Resilient with the desire to continually improve personal performance, customer satisfaction and business brand
• Demonstrated patience and ability to solve customer concerns
• Ability to navigate in multiple computer systems while interacting with the customer simultaneously
• Must have strong time management skills and the ability to work under pressure and with limited supervision
• Must have excellent written and verbal communication skills

Preferred Qualification

• Ability to use good, sound judgment in decision making
• Strong understanding and knowledge of US Banking Regulations
• Ability to effectively manage change and remain calm in stressful situations
• Self-Motivated and committed to drive results with professional business maturity

About Us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience our 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.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.