Customer Service Analyst T2-II

Job Description Description - External With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you'll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold ourcompany valuesand 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. Join Team Amex and let's lead the way together. 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, the customer and external banks. Additional responsibilities include identifying fraud trends and developing continuous process improvements. Minimum Qualification: - Experience working with onlinedeposit fraud - Excellent Customer First Focus = Easy, Recognize, Solve - Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases - Should have the ability to digest and synthesize large amounts of information, financial and otherwise from numerous sources - Ability to effectively communicate American Express concerns while ensuring customers that they are valued - Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with Microsoft Office products - Must possess intuitive and deductive reasoning skills and be comfortable making decisions and recommendations in unclear circumstances - Manage multiple tasks effectively while progressing through work concurrently - Resilient with the desire to continually improve personal performance, customer satisfaction and business brand - Demonstrated patience and ability to solve customer concerns - Ability to navigate in multiple computer systems while interacting with the customer simultaneously - Must be able to effectively listen to the customer, make a connection, acknowledge and empathize when appropriate - Must have strong time management skills and the ability to work under pressure and with limited supervision - Must have excellent written and verbal communication skills Preferred Qualification: - Ability to use good, sound judgment in decision making - Ability to effectively manage change and remain calm in stressful situations - Self-Motivated and committed to drive results with professional business maturity We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: - Competitive base salaries - Bonus incentives - Support for financial-well-being and retirement - Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) - Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need - Generous paid parental leave policies (depending on your location) - 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 American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.