Account protection specialistAmerican Express

Job Description:
You Lead the Way. We've Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day - from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.
This position is responsible for providing excellent service to our valued U.S. card members whose accounts have potential fraud activity.
As an Account Protection Specialist you will be responsible for building relationships with our customers. This role will involve making outbound or inbound calls, in order to identify fraudulent charges.
The role also involves reviewing fraud claims from Card members, and servicing transaction level credit and fraud related inbound calls from merchants
Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.
Answer inbound calls from Card members and set up/action fraud cases on calls
Review fraud claims from Card members. Upon review, a decision needs to be 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. Subsequently, necessary maintenance to the account is required, to send appropriate correspondence and make financial adjustments to either parties and notate the account.
Service transaction level credit and fraud related inbound calls from merchants and card members
Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time
Real time, transaction level credit and fraud risk assessments
Point of Sale (POS) approval
Charge reversals
Resolve cases within the assigned empowerment limit
Please note, salary increases in case of a lateral move are provided only on an exception basis and in line with compensation guidelines.
A successful Account Protection Specialist is one who:
Has a proven ability to provide exceptional customer service to our card members/merchants, by demonstrating empathy, building rapport, active listening and showing understanding
Utilize their knowledge of products and service to provide positive solutions
Excellent analytical skills and ability to make accurate decisions
Communicates in a professional manner, leading the conversations with the card members/merchants towards a mutually beneficial outcome
Drives results, gains personal satisfaction from achieving quality outcomes for the organization
Can provide quality service within specified department targets
Excellent communication and customer service skills
Good time management and prioritizing of tasks
Ability to work within a busy and demanding team environment
Qualifications
Minimum work experience of 2 years of customer service experience in a be in a related industry, over the phone, with a passion for building customer loyalty through exceptional listening, relationship building and verbal communication
Should have previous Fraud experience
Ability to work in a fast paced metric driven environment with proficient multitasking and navigation
Demonstrated consultative experience, ability to influence, resourceful
Creative problem-solving, eager to find customized solutions
Bachelor's degree, associate degree, college undergrads may apply
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig. Based on the evolving situation with Covid-19, we will work with you to ship equipment to your home address and conduct a new hire orientation virtually. From there your training and/or work will be remote until the situation with Covid-19 allows us to move back into our building.
Workplace Flexibility: Full time. Shift flexibility requirements - temporarily some shifts may be worked remotely
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
Work From Home Requirements:
Must have at least 25MBPS internet connection plan / speed
Must have a private & quiet area to work at home
*At American Express' discretion this position may be work from home and adjusted back to "in office" at any time
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulation
To know more about our recruitment process, you may watch this short video -
American Express

Taguig City, Metro Manila
Permanent
Full-time