Customer Service Analyst T2-II

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
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

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.

Minimum Qualification:

Experience working with online deposit fraud

Excellent Customer First Focus = Easy, Recognize, Solve

Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases

Should have the 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

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

Must possess intuitive and deductive reasoning skills and be comfortable making decisions and recommendations in unclear circumstances

Manage multiple tasks effectively while progressing through work concurrently

Resilient with the desire to continually improve personal performance, customer satisfaction and business brand

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 empathize when appropriate

Must have strong time management skills and the ability to work under pressure and with limited supervision

Must have excellent written and verbal communication skills

Preferred

Qualification:

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 with professional business maturity

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

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.