Account Protection Specialist

American Express; Taguig; Hybrid; PHP 480,000 - 600,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Medical/dental/vision benefits

Flexible working model

Parental leave

Job summary

American Express in Taguig is seeking an Account Protection Specialist to deliver outstanding service to U.S. card members with potential fraud activity. You will combine empathy with analytical skills to identify fraudulent charges and resolve disputes.

Responsibilities include making outbound and inbound calls, reviewing fraud claims, and coordinating with merchants. This role offers a hybrid work setup in a fast-paced environment with opportunities for growth.

Qualifications

• Minimum 2+ years in the BPO industry with focus on customer loyalty.
• BFSI experience is preferred but not required.
• Fraud and Disputes experience is preferred but not required.
• Ability to work in a fast-paced metric-driven environment with multitasking.
• Must demonstrate consultative experience and the ability to influence and problem-solve.

Responsibilities

• Build relationships with customers through outbound or inbound calls to identify fraudulent charges.
• Review dispute claims related to fraudulent activity from Card members and service transactions.
• Proactively identify fraudulent charges via inbound/outbound calls.
• Answer inbound calls and set up/action fraud cases.
• Review fraud claims and decide to accept or reject payments and coordinate with merchants when needed.
• Handle inquiries from merchants and card members related to fraud and credit decisions.
• Perform real-time transaction-level credit and fraud risk assessments.
• Provide POS approvals and perform charge reversals as needed.
• Resolve cases within empowerment limits.

Skills

Customer service

Empathy

Analytical skills

Communication

Multitasking

Education

Senior High School Graduate

Job description

Job Description

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026

10th in Fortune Magazine’s 2026 World’s Most Admired Companies

6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026

4th in Great Place to Work's Best Company To Work For 2025

How will you make an impact in this role?

This position is responsible for providing excellent service to our valued U.S. card members whose accounts have potential fraud activity.

Responsibilities

• As an Account Protection Specialist you will be responsible for building relationships with our customers. This role will involve making outbound or inbound calls, in order to identify fraudulent charges.
• The role also involves reviewing dispute claims related to fraudulent activities from Card members, and servicing transaction level credit and fraud related inbound calls from card members and merchants.
• 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. Upon review, a decision needs to be made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence. Subsequently, necessary maintenance to the account is required, to send appropriate correspondence and make financial adjustments to either parties and notate the account.
• Service transaction level credit and fraud related inbound calls from merchants and card members
• Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time
• Real time, transaction level credit and fraud risk assessments
• Point of Sale (POS) approval
• Charge reversals
• Resolve cases within the assigned empowerment limit

A successful Account Protection Specialist is one who:

• Has a proven ability to provide exceptional customer service to our card members/merchants, by demonstrating empathy, building rapport, active listening and showing understanding.
• Utilize their knowledge of products and service to provide positive solutions.
• Excellent analytical skills and ability to make accurate decisions.
• Communicates in a professional manner, leading the conversations with the card members/merchants towards a mutually beneficial outcome.
• Drives results, gains personal satisfaction from achieving quality outcomes for the organization.
• Can provide quality service within specified department targets.
• Excellent communication and customer service skills.
• Good time management and prioritizing of tasks.
• Ability to work within a busy and demanding team environment.

Qualifications

Minimum Qualifications:

• Minimum of 2-years work experience in the BPO (Business Process Outsourcing) industry, with a passion for building customer loyalty through exceptional listening, relationship building and verbal communication
• BFSI (Banking, Financial Services and Insurance) experience is preferred but not required.
• Experience in Fraud and Disputes are preferred but not required.
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation.
• Must be able to demonstrate consultative experience, ability to influence, resourceful, creative problem-solver, and possess the eagerness to find customized solutions.
• Must be at least Senior High School Graduate, Bachelor’s Degree, Graduate/Undergraduate, Associate Degree Graduate/Undergraduate, Vocational Course Graduate/Undergraduate.
• Employed candidates are preferred. Open to considering unemployed candidates, provided the period of unemployment does not exceed 6 months from the target start date.

Additional Details

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.

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

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