Job Description

This role is responsible for protecting customers and the company from fraud and credit risks by reviewing suspicious transactions, handling inbound/outbound customer calls, assessing fraud claims, and taking appropriate preventive or corrective actions.

At American Express, your contributions, leadership, and impact are recognized, and 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.

This position is responsible for providing excellent service to our valued U.K Based customers whose accounts may have fraudulent activities. As an Account Protection Specialist, you will be responsible to balance Customer interest with interest of American Express and ensure review of fraud claims from our Cardmembers and service transaction level credit & fraud risk inbound calls from merchants. This role will involve making mostly outbound or a very few inbound calls to our valued customers, to identify potential fraudulent charges and provide extra-ordinary customer service.

Key responsibilities include but are not limited to the following:

• You will interact with premium customers to protect their account from fraud activities, primarily on inbound and outbound calls, whilst proving World Class service
• Review fraud claims from Card members to make a decision, to either accept the claim from the Card member or reject it
• Detect and minimize credit and fraud risk whilst enabling spend at the same time
• Real time, transaction level credit and fraud risk assessments for requests received from our Cardmember or merchants
• Point of Sales (POS) approval, charge reversals request from merchant establishments
• Resolve cases within the assigned empowerment limit
• Continue to monitor current trends in Fraud landscape & suggest preventive & corrective measures
• Meet and endeavor to exceed metrics on transactional quality, compliance, RTF, regulations and productivity as per goals

Minimum Qualifications:

• Minimum 2 years of work experience in a customer contact center or service operations environment. ​
• Strong analytical skills to quickly identify and solve any issues on the account
• Ability to recognize our Card Members as individuals and quickly build rapport through empathy and human connection.

Preferred Qualifications:

• Amex product knowledge is desirable
• Highly self-motivated, results-oriented, and positive
• Strong interpersonal, communication and listening skills
• Open to learn and adapt to new information and technology platforms
• The ideal candidate should have demonstrated analytical skills along with a passion for research and investigative evidence analysis
• Must be willing on rotating night shift (7-day week, rotating off days)
• Comfortable working in a 24/7 rotational shift environment, including night shifts. ​

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.