Fraud Account Protection Specialist - Bluebird/Serve

Job description

Global Fraud Protection Services is currently recruiting for Account Protection Specialists within our Serve/Bluebird function. In this role, the successful candidate will ensure extraordinary service by promptly and accurately responding to phone calls from existing American Express card members, efficiently processing back office cases, making it easy for card members to do business with us, recognize their value, and solve their Fraud concerns. As an Account Protection Specialist, you add incremental value on each and every interaction with a stated outcome of exceptional feedback from our customers and increased customer loyalty. You will be responsible for evaluating and analyzing account information and recommending tailored solutions to the card member.

Duties may include, but are not limited to the following:
· Handle both back office and inbound call workstreams on accounts while maintaining a professional working relationship between American Express and the customer
· Utilizing fraud management techniques to identify possible fraudulent situations and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action
· Investigate allegations of fraud, counsel fraud victims and perform identity restoration duties and victim case management
· Ability to maintain acceptable performance standards including, but not limited to: accuracy, efficiency and world class customer service results
· Identify fraud trends and process improvements
· Demonstrate flexibility in a dynamic environment and one that fosters change

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Desired profile

· 2+ years of Customer Service experience
· Fraud and/or call center experience a plus
· Ability to work in a fast paced call center environment, balancing the need to support the inbound call center while meeting production and quality goals
· Passion for servicing clients with proactive solutions that grow relationships by demonstrating proven relationship building, negotiation and problem solving
· Proven analytical skills with the ability to process large amounts of information in a short amount of time and articulate a workable solution to the customer
· Proficient PC skills with a solid knowledge of current Internet technology and the ability to research information for business related purposes
· Ability to make decisions and recommendations in unclear circumstances and be able to manage multiple tasks effectively while progressing through work concurrently
· Resilient with the desire to continually improve personal performance, customer satisfaction and business brand, and 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 emphasize when appropriate
· Strong time management skills and the ability to work under pressure and with limited supervision
· Ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations
Serve/Bluebird operates Mon-Fri 5AM-5PM AZ time.

Qualified candidates must be willing and able to work any shift within those hours of operation based on business needs, including all holidays.

Currently, opportunities exist under Emerging Products on the Serve/Bluebird team in Phoenix, Arizona.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. Click here to view the "EEO is the Law" poster. If the link does not work, please copy and paste the following URL in a new browser window: http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .