American Express

Account Protection Specialist

Posted On

May 22, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

June 22, 2025

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

· 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 to make a decision, to either accept the claim from the Card member or reject it

· Detect and minimize credit and fraud risk whilst enabling spend at the same time

· Real time, transaction level credit and fraud risk assessments for requests received from our Cardmember or merchants

· Point of Sales (POS) approval, charge reversals request from merchant establishments

· Resolve cases within the assigned empowerment limit

· Continue to monitor current trends in Fraud landscape & suggest preventive & corrective measures

· Meet and endeavor to exceed metrics on transactional quality, compliance, RTF, regulations and productivity as per goals

· Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis

· Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account

· Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks

· Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner

· Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls

· Analyze complex information and make sound decisions

· Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures.

· Meet and endeavor to exceed metrics on 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

· Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction

· Communicates effectively, oral and written, to review and document necessary information

Minimum Qualifications

· Graduates/Postgraduates

· Excellent communication

· Minimum 1 year experience in contact center domain

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

· Ability to work in a hybrid environment

· Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment

· Ability to work in a 24/7 rotational environment

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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

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