Bilingual Fraud Contact Center Pro (EN/ES)

American Express; Ciudad de México; Híbrido; MXN 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salaries

Bonus incentives

Medical, dental, vision coverage

Hybrid work model

Career development opportunities

Descripción de la vacante

American Express in Mexico City seeks a bilingual Fraud Customer Service professional to support customers during vulnerable times. You’ll handle inbound/outbound calls, tailor solutions, and reinforce card-member benefits while upholding integrity.

You will investigate suspected fraud, analyze data, and determine the best action to minimize losses. The role requires compliance, resilience, and strong customer care in a hybrid setting.

Formación

• Fluent in English and Spanish; strong communication skills.
• Computer literate and able to use multiple systems quickly.
• 1+ year in customer service or consultative support, preferably in a contact center.

Responsabilidades

• Deliver service on inbound/outbound calls to resolve cases in a fast-paced environment.
• Consult with Card Members to understand needs and offer tailored solutions.
• Identify potential fraud, investigate, and minimise losses by data analysis.
• Develop relationships with customers through care and empathy and advise accordingly.
• Meet performance goals for customer satisfaction, call handling, and compliance.
• Maintain integrity and adhere to compliance requirements.

Conocimientos

Bilingual English/Spanish

Active listening

Effective communication

Customer service

Analytical thinking

Problem solving

Adaptability

Educación

Diploma or Graduate degree

Descripción del empleo

American Express in Mexico City seeks a bilingual Fraud Customer Service professional to support customers during vulnerable times. You’ll handle inbound/outbound calls, tailor solutions, and reinforce card-member benefits while upholding integrity.

You will investigate suspected fraud, analyze data, and determine the best action to minimize losses. The role requires compliance, resilience, and strong customer care in a hybrid setting.