Account Protection Specialist
4 weeks ago
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 extraordinary customer service
- For making a proactive 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 selfmotivated, resultsoriented, and positive
- The ideal candidate should have demonstrable analytical skills along with a passion for research and investigative evidence analysis
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