Fraud Protection Specialist- Rotating Shift

American Express; Kuala Lumpur; Hybrid; MYR 50,220 - 83,700; Full time

Benefits offered by this job

Medical insurance

Hybrid/onsite options

Career development

Job summary

American Express in Malaysia seeks a Customer Fraud Specialist to protect premium Card Members and Service Establishments globally. You will handle fraud cases, perform risk assessments, and deliver world-class service across inbound and outbound calls.

You will work with a diverse set of markets, using analytical insights to improve workflows and customer outcomes. A diploma is required, with rotating shifts and a strong customer-centric mindset.

Qualifications

• Fluent in English with a strong customer-centric mindset.
• International exposure in communicating with native English speakers is highly preferred.
• Strong analytical skills to quickly identify and solve issues on accounts.
• Ability to recognize members and build rapport through empathy and human connection.
• Resilience to manage a steady stream of calls while meeting metrics.
• Two years+ in face-to-face customer interactions or related fields.

Responsibilities

• Interact with premium customers to protect accounts from fraud via inbound/outbound calls, delivering World Class service.
• Make sound, data-driven decisions through systematic analysis.
• Meet and exceed Customer Experience and Efficiency metrics.
• Suggest workflow and procedure changes based on customer needs.
• Serve Service Establishments and Card Members across multiple markets and lines of business including Fraud.
• Provide premium, personalized service to enable spend while minimizing risk.

Skills

Fluent in English

Global communication

Analytical thinking

Empathy & human connection

Resilience under pressure

Face-to-face interaction

Rotating shifts

Education

Diploma or higher

Job description

Job Description

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world-class, customer-first service. Find your place in service on #TeamAmex.

Job Description

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world-class, customer-first service. Find your place in service on #TeamAmex.

Responsibilities

How will you make an impact in this role?

Get ahead in your career by joining our Global Fraud Operations. Our team manages fraud capabilities, strategies, and operations to protect American Express Service Establishments and Card Members from fraud by handling all aspects of the fraud lifecycle, including prevention, detection and recoveries.

Join and be associated with one of the world’s most renowned brand!

You will handle premium customers based in the North America, Europe, and Asia Pacific regions.

Key responsibilities include but are not limited to the following:

• You will interact with premium customers to protect their account from fraud activities, primarily on inbound and outbound calls, whilst proving World Class service.
• Make sound decisions through systematic analysis.
• Meet and perform above and beyond expectations especially on Customer Experience and Efficiency metrics.
• Highlight and recommend changes in workflows, procedures, based on customer demands, to meet their needs and ensure best-in class customer experience at all time.
• You will be servicing our esteemed Service Establishments and valued Card Members in a diverse number of markets and handle call types from several Lines of Business (Merchant, Credit, Servicing, etc.,) including Fraud.
• Provide premium and personalized services to customer by enabling spend and generating revenue, whilst minimizing Credit and Fraud risk.
• Live by the mantra to Reduce Provision, Enable Spend and Prevent Fraud

Qualifications

Minimum Qualifications:

• Fluent in English with strong customer centric mindset.
• Have International exposure in communicating with native English speaker e.g., US, ANZ, Canadian and/or UK is highly preferred.
• Strong analytical skills to quickly identify and solve any issues on the account
• Ability to recognize our Card Members as individuals and quickly build rapport through empathy and human connection.
• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.
• Positive mindset to navigate through change and difficult situations.
• Experience in face-to-face customer and clients for more than 2 years is highly suited.
• More than 2 years' experience in industries related to hospitality/premium retail/entertainment & advertising/call center with minimum of 3 years working experience.
• Minimum of Diploma qualifications, preferably with tertiary education
• Must be willing on rotating shift (7-day week, rotating off days)
• Hold a high level of integrity.

Compliance Language

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 or onsite 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

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

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.