Merchant Risk Analyst – US Market

American Express; Kuala Lumpur; Hybrid; MYR 36,000 - 48,000; Full time

Job summary

A global financial services company in Kuala Lumpur is seeking a Customer Service Consultant to enhance member experience by resolving inquiries and identifying potential fraudulent activities. This role includes delivering high-quality service and requires strong communication and negotiation skills. The ideal candidate will have a minimum diploma and experience in customer service. The position offers flexibility in working arrangements and various benefits supporting well-being.

Benefits

Competitive base salary

Bonus incentives

Comprehensive medical and dental benefits

Generous paid parental leave

Career development opportunities

Qualifications

• Computer literate, able to navigate through multiple systems with speed.
• Resilience to manage a high volume of customer calls.
• Ability to adapt communication to suit customer's style.

Responsibilities

• Deliver extraordinary service on customer calls in a fast-paced environment.
• Identify potential fraudulent activities and take appropriate action.
• Consult with Card Members to tailor solutions that deepen engagement.

Skills

Active listening

Negotiation

Analytical skills

Problem solving

Communication skills

Education

Minimum Diploma

Job description

How will you make an impact in this role?

Global Fraud is a critical risk process for American Express, responsible for supporting our customers in their most vulnerable times. The team protects our customers from fraud losses and simultaneously protects our company. The team uses fraud management techniques to review accounts, minimizing potential losses by analysing data and determining the best actions.

Job Responsibilities:

• Consistently deliver extraordinary service on inbound and/or outbound customer calls to resolve cases in a fast-paced, structured, customer care environment.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement.
• Identify possible fraudulent activities, investigate allegations of fraud, and minimise the potential loss to American Express by gathering and analysing data to determine the appropriate course of action.
• Develop key consulting skills, including maintaining strong relationships with customers through care and empathy, understanding customer needs, handling objections, and providing solutions.
• Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations.
• Maintain a high level of integrity & accountability to work with customer information and meet compliance requirements.

Minimum Qualifications:

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.
• Resilience is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.
• Passion for consultative support, recommending solutions tailored to each Card Member.
• A problem‑solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Excellent negotiation, analytical, and decision‑making skills, with strong attention to detail and the ability to be assertive.
• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.

Preferred Qualifications

• Able to work rotating night shifts (Including weekends)
• Excellent English language proficiency for Customer based in the United States.
• Minimum Diploma holder
• Previous experience with Customer Service (local and international)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business needs

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 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.