Customer Service Analyst T3-II
American Express · Posted Oct 14
Banking, credit card, payment network, and travel services
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About the role
The Account Protection team at American Express reviews existing Consumer and Business accounts using fraud management techniques and tools to identify possible fraudulent activity and minimize loss to the company. The role sits within the customer servicing and fraud risk domain, gathering and analyzing data from internal and external sources to determine the appropriate course of action. The Account Protection Specialist will handle inbound and outbound calls on accounts, maintain relationships with customers and external banks, identify fraud trends, and drive continuous process improvements.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- Experience working with online deposit fraud
- Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases
- 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 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 qualifications
- Ability to use good, sound judgment in decision making
- Strong understanding and knowledge of US Banking Regulations
- Ability to effectively manage change and remain calm in stressful situations
- Self-Motivated and committed to drive results with professional business maturity
Benefits and support
- 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
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
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