Account Protection Specialists - GFPS

Job description

About American Express:
We are a global services company and the world's largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide—combined with our leading edge marketing, information management and rewards capabilities—enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.

Overview of the Business:
Global Credit Administration (GCA) manages the company's credit, collections, and fraud service operations around the world. Global Collections oversees the management of our first- and third-party collections agencies, as well as various specialty partners.
GCA aims to strike the right balance between helping customers in need through a range of workout programs, and taking actions to prevent spending that will not be paid back to American Express. In short, our primary focus is to protect and recover American Express' receivable assets, while delivering on our customer commitment.

Global Fraud Protection Services – Account Protection Specialists are responsible:

• For making a pro-active attempt to identify fraudulent charges via inbound and outbound calls

• Taking/Making IB and OB Calls. Working Through Dialer System To Verify Possible Fraud Charges On UK, Euro And Dollar Accounts

• Identify potential fraud trends and patterns Review fraud claims from Card members

• Upon review, a decision is made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence

• Either decision results in necessary maintenance to the account to send appropriate correspondence and make financial adjustments to either parties and notate the account

• Detect and minimize credit and fraud risk whilst enabling card member spend at the same time

• Point of Sales (POS) approval Key responsibilities include but are not limited to the following:

• Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis

• Meet and endeavor to exceed metrics on VoCM, 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 given at all times

• Balance customer interests with the interests of American Express

• Communicates effectively, oral and written to identify and document necessary information

• The Global Fraud Protection Services Team is able to quickly confirm fraudulent activity, which enhances the Customer Experience and minimizes the potential loss to American Express

• Upon confirmation of fraud the Account Protection Specialist is responsible for processing card replacements and setting up/action fraud cases on fraud transactions

• 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 Given At All Times

• Demonstrated dependability/self motivating skills

• PC proficient Shifts:

• Rotational between 1pm till 2:30 am (Open to work on Weekends(Saturday & Sunday)
This role may be subject to additional background verification checks.

Desired profile

Qualification & Skills Required:

• Graduate with 1-3 years of Customer Service Experience

• Fluency in speaking English

• Banking or credit experience preferred

• Ability to communicate a difficult message while using the fraud experience to enhance customer loyalty

• Demonstrated patience and ability to solve customer concerns

• Ability to use good, sound judgment in decision making

• Ability to navigate in multiple computer systems while interacting with the customer

• Strong analytical skills and ability to process large amounts of data in a short time frame

• Adherence to Quality and Compliance Guidelines

• Proven analytical and problem solving skills with a strong attention to detail

• Strong interpersonal, communication and listening skills

• Ability to evaluate card members financial and account data to make sound business decision

• Experience in working on Mainframe systems such as triumph , legacy screens CSP, CARE, GlobeStar, , WCC, CAS, will be beneficial

• Demonstrated dependability/self motivating skills

• Excellent verbal / written communication skills

• Change Management Ability - Multi Tasking - ability to work on several screens/systems at a quick pace