Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

The Account Protection Specialist is responsible for utilizing fraud management techniques/tools while reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analysing pertinent data to determine the appropriate course of action.

The Account Protection Specialist will be responsible for handling inbound and outbound calls from customers continually throughout designated shifts while maintaining a professional working relationship between American Express and the customer.

Meaningful, rewarding work performed with integrity. Here’s just some of what you’ll do in this role:

• Deliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American Express
• Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case management
• Identify possible fraudulent activities and minimize the potential loss to American Express by gathering and analysing pertinent data to determine the appropriate course of action
• Ensure company compliance as needs in each country, region, and market are different
• Appropriately manage highly sensitive customer information maintaining appropriate privacy and protection standards
• Meet and exceed quality goals, compliance regulations and productivity targets
• Receive and provide coaching to colleagues toward performance improvement

Minimum Qualification:

• Fluent in German and English
• Strong verbal and written communication skills, in a business environment preferred. Such as taking inbound and outbound client calls to resolve cases
• Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations.
• Ability to deal with stressful situations, whilst also managing your time appropriately
• Demonstrate a passion to serve by delivering outstanding service in every interaction with our customers
• Analytical and problem-solving skills with strong attention to detail; able to make good, sound judgements in a fast-paced environment as well as multitask and re-prioritize on a regular basis
• Strong interpersonal and listening skills; assertive and able to handle difficult conversations, demonstrating empathy, sensitivity, and compassion
• Demonstrate coachability; able to listen and share best practices, contributing to a strong culture of feedback
• Excellent negotiation, influencing and resourcefulness skills
• Navigate multiple systems and digital tools to service our customers
• Confidence to work in a virtual environment.

Preferred Qualifications:

• Experience in a customer facing role or a contact center environment

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

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.