Account protection specialistAmerican Express

Job Description:
You Lead the Way. We've Got Your Back.
#8th in Fortune Magazine's 2024 World's Most Admired Companies
#6th in Great Place to Work's Best Workplaces List in the Philippines for 2023
#6th in Great Place to Work's Best Workplaces List in the Philippines for IT-BPM for 2023
#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
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
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video -
Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.
If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 5pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).
American Express

Taguig City, Metro Manila
Permanent
Full-time