Apprentice
American Express · Posted Sep 28
Banking, credit card, payment network, and travel services
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About the role
Global Fraud is a critical risk process for American Express, responsible for supporting customers in their most vulnerable times and protecting both customers and the company from fraud losses. The team uses fraud management techniques to review accounts, analyzing data to determine the best actions and minimize potential losses. This apprentice role involves handling inbound and outbound customer calls, identifying and investigating possible fraudulent activity, and delivering consultative, empathetic service to Card Members.
What you will do
- Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future over dues with accounts that have a high exposure
- Consistently deliver extraordinary service on inbound and/or outbound customer calls to resolve cases in a fast-paced, structured, customer care environment
- Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement
- Identify possible fraudulent activities, investigate allegations of fraud, and minimize the potential loss to American Express by gathering and analyzing data to determine the appropriate course of action
- Develop key consulting skills, including maintaining strong relationships with customers through care and empathy, understanding customer needs, handling objections, and providing solutions
- Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations
- Maintain a high level of integrity & accountability to work with customer information and meet compliance requirements
Skills used in this role
What the employer is looking for
- Bachelor’s degree
- Not more than 5 years of difference between highest education degree completion date and Joining date
- Should not have enrolled in any prior Government Apprenticeship programs
- Strong attention to detail and accuracy
- Good communication and interpersonal skills
- Comfortable to work in a 24/7 shift and rotational week off's (Primarily US Shift window)
- A willingness to learn and adapt to new tasks and challenges
- Ability to maintain confidentiality
Preferred qualifications
- Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
- Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.
- Resilience is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.
- Passion for consultative support, recommending solutions tailored to each Card Member.
- A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
- Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
- A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.
Benefits and support
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Career development and training opportunities
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
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