Fraud Protection Specialist - Card Member Support

American Express; Taguig; Hybride; PHP 500 000 - 800 000; Plein temps

Avantages offerts par ce poste

Comprehensive medical and dental benefits

Flexible working model

Career development opportunities

Wellness support programs

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service skills

Analytical skills

Communication skills

Problem-solving

Empathy

Description du poste

STAGING / TEST ENVIRONMENT for AMEX Internal purposes only. If you are attempting to apply for a job at American Express, please visit our Career Portal.

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.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

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.

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

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 fraud claims from Card members, and servicing transaction level credit and fraud related inbound calls from 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

Please note that this is a future opportunity in American Express.

Minimum Qualifications

Qualifications:

• Minimum work experience of 2 years of customer service experience in a be in a related industry, over the phone, with a passion for building customer loyalty through exceptional listening, relationship building and verbal communication
• Should have previous Fraud experience
• Ability to work in a fast paced metric driven environment with proficient multitasking and navigation
• Demonstrated consultative experience, ability to influence, resourceful
• Creative problem-solving, eager to find customized solutions
• 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.

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:

• 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.

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.

If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 5pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).

At American Express, you'll be recognized for your contributions, leadership, and impact - every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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 US 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 you may contact us by emailing [e-mail] . Please indicate if you would prefer a response via email or phone. US applicants may also contact us by using the US Toll Free number 1-833-707-1981.