Customer Service Analyst
American Express · Posted Nov 5
Banking, credit card, payment network, and travel services
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About the role
Global Dispute Services - Fraud is part of American Express's US Fraud Back Office team, serving US Card Members and Merchants across complex dispute journeys. The team focuses on fraud claims analysis, high-risk transaction investigation, merchant chargebacks, and decision accuracy. This Customer Service Analyst role reviews and investigates fraud disputes, handles merchant contact and chargebacks, and ensures timely, accurate, compliant customer service.
What you will do
- Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis
- Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account
- Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks
- Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner
- Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
- Analyze complex information and make sound decisions
- Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures
- Meet and endeavor to exceed metrics on transactional quality, compliance regulations, and productivity as per goals
- Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is always given
- Balance customer interests with the interests of American Express
- Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
- Communicates effectively, oral and written, to review and document necessary information
Skills used in this role
What the employer is looking for
- Preferred knowledge on Fraud Procedures
- Analytical mindset with attention to detail, high degree of accuracy & ability to multitask effectively
- High level of customer sensitivity, commitment, service orientation & highly result oriented
- Amex product knowledge desirable
- Must be able to work all shifts, including non-business hours, overnights, weekends, and holidays
- Applicant would be required to report to work as per the hybrid work model
Benefits and support
- 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
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
Investing.com
AmEx lifts 2026 profit forecast, plans to cut 5% of workforce2026-10-23
Associated Press
American Express profits rise; company plans to cut workforce by 5%, or about 3,500 employees2026-10-24
MarketScreener
American Express raises 2026 profit forecast as affluent customers keep spending2026-10-23
GuruFocus
American Express Co (AXP) Q3 2026 Earnings Call Highlights: Record $20.1 Billion Revenue2026-10-24