Hybrid Account Protection Specialist T3

About the position You Lead the Way. We’ve Got Your Back. 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 company values 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. 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. Responsibilities • utilizing fraud management techniques/tools while reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity • minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action • handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express, the customer and external banks • identifying fraud trends and developing continuous process improvements Requirements • Prior experience working with online deposit fraud • Prior Customer Service experience • 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 • Ability to navigate in multiple computer systems while interacting with the customer simultaneously • Manage multiple tasks effectively while progressing through work concurrently • Department Hours of Operation are Monday through Friday 6:55am to 7:30pm EST and Saturday 10am to 6:30pm EST. (Open availability required for scheduling) Nice-to-haves • 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 • Intuitive and deductive reasoning skills and be comfortable making decisions and recommendations in unclear circumstances • Resilient with the desire to continually improve personal performance, customer satisfaction and business brand • Demonstrated patience and ability to solve customer concerns • Must be able to effectively listen to the customer, make a connection, acknowledge and empathize when appropriate • Must have strong time management skills and the ability to work under pressure and with limited supervision • Ability to use good, sound judgment in decision making • Ability to effectively manage change and remain calm in stressful situations • Self-Motivated and committed to drive results • Must have excellent written and verbal communication skills Benefits • Competitive base salaries • Bonus incentives • 6% Company Match on retirement savings plan • Free financial coaching and financial well-being support • Comprehensive medical, dental, vision, life insurance, and disability benefits • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need • 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy • 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 Apply tot his job Apply To this Job