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Role: Account Protection Specialist
Job description
– 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 outbound or inbound calls to our valued customers, to identify potential fraudulent charges and provide extra-ordinary customer service
– For 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 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 Qualification:
– Strong interpersonal, communication and listening skills
– Learn and adapt to new information and technology platforms
Preferred Qualification:
– Amex product knowledge is desirable
– Highly self-motivated, results-oriented, and positive
– The ideal candidate should have demonstrable analytical skills along with a passion for research and investigative evidence analysis
