HYBRID Account ProtectionSpecialistT3

About the position 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. As part of Team Amex, you'll experience this 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. How will you make an impact in this role? 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 analyzing pertinent data to determine the appropriate course of action. The Account Protection Specialist will be responsible for handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express and the customer.

Responsibilities

• utilizing fraud management techniques/tools while reviewing existing Consumer and/or business accounts to identify possible fraudulent activity
• minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action
• handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express and the customer

Requirements

• Two or more years of Customer Service experience in a call center environment
• Ability to work in a fast-paced call center environment, balancing the need to support inbound and outbound call volume while meeting production and quality goals
• Passion for servicing clients with proactive solutions that grow relationships by demonstrating proven relationship building, negotiation and problem solving
• Proven analytical skills with the ability to process large amounts of information in a short amount of time and articulate a workable solution to the customer
• Above average PC skills in Microsoft Word, Excel, PowerPoint, and Outlook with a solid working knowledge of current Internet technology and the ability to research information for business related purposes
• Ability to navigate in multiple computer systems while interacting with the customer simultaneously
• Proven strength when assessing the short and long-term effect that all decisions have on constituents and day to day business processes
• Must be able to effectively listen to the customer, make a connection, acknowledge and emphasize when appropriate
• Must be comfortable making decisions and recommendations in unclear circumstances and be able to manage multiple tasks effectively while progressing through work concurrently
• Resilient with the desire to continually improve personal performance, customer satisfaction and business brand, and demonstrated patience and ability to solve customer concerns
• Strong time management skills and the ability to work under pressure and with limited supervision
• Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations

Nice-to-haves

• Fraud experience preferred

Benefits

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

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