Account Protection Specialist - Future Opportunities

American Express; Taguig; Hybrid; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Comprehensive medical and dental benefits

Flexible working model

Career development opportunities

Wellness support programs

Counseling services

Job summary

A leading financial services provider in Taguig is seeking an Account Protection Specialist to provide exceptional service to U.S. card members dealing with potential fraud. The ideal candidate will have 2+ years of customer service experience and skills in analytical problem-solving. Responsibilities include making calls to identify fraudulent charges and reviewing fraud claims. This role offers a hybrid work model and a range of benefits to support your professional development and well-being.

Qualifications

• Minimum of 2 years of customer service experience, preferably in a related industry.
• Experience with fraud investigation or prevention is a plus.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Make outbound or inbound calls to identify fraudulent charges.
• Review and decide on fraud claims from card members.
• Conduct real-time risk assessments on transactions.
• Conduct real-time credit and fraud risk assessments.
• Approve or deny POS transactions as appropriate.
• Process charge reversals.
• Resolve cases within empowerment limits.

Skills

Customer service skills

Analytical skills

Communication skills

Problem-solving

Empathy

Job description

You Lead the Way. We’ve Got Your Back.

#6 Philippines Best Workplaces 2023 #10 on Fortune Magazine’s 2023 World’s Most Admired Companies #1 in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

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. You’ll grow your skills through industry‑leading training and ongoing coaching, learning what it means to continually set the standard for world‑class, customer‑first service.

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

Key Responsibilities

• Make outbound or inbound calls to identify fraudulent charges.
• Review fraud claims from card members and decide to accept or reject claims, notifying merchants when necessary.
• Serve transaction‑level credit and fraud‑related inbound calls from merchants and card members.
• Conduct real‑time, transaction‑level credit and fraud risk assessments.
• Approve or deny point‑of‑sale (POS) transactions as appropriate.
• Process charge reversals.
• Resolve cases within the assigned empowerment limit.

A successful Account Protection Specialist is one who:

• Provides exceptional customer service to card members and merchants, showing empathy, building rapport, active listening, and understanding.
• Utilizes knowledge of products and services to provide positive solutions.
• Has excellent analytical skills and makes accurate decisions.
• Communicates professionally, leading conversations toward mutually beneficial outcomes.
• Drives results and gains personal satisfaction from quality outcomes.
• Provides quality service within specified department targets.
• Displays excellent communication and customer service skills.
• Manages time effectively and prioritizes tasks.
• Works well in a busy, demanding team environment.

Qualifications

• Minimum of 2 years of customer service experience in a related industry, over the phone, with a passion for building customer loyalty through exceptional listening, relationship building, and verbal communication.
• Previous fraud experience.
• Ability to work in a fast‑paced, metric‑driven environment with proficient multitasking and navigation.
• Demonstrated consultative experience, influencing skills, and resourcefulness.
• Creative problem‑solving, eager to find customized solutions.
• Full‑time; amenable to 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.

Benefits

• 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.

Walk‑in applications will be processed on the same day if you are interested and your relevant experience aligns with the requirements of the role. The American Express Career Center is open Monday–Friday, 10 a.m. to 5 p.m. at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street corner Lane A).

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.

Additional Note for U.S. Applicants: American Express does not currently utilize the AI capabilities of its application management platform in making employment decisions.

If you have a disability and would like to request an accommodation in order to apply for a position, please contact us by emailing [e-mail]. US applicants may also contact us by using the U.S. toll‑free number 1‑833‑707‑1981.