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American Express · 4 days ago

HYBRID Account ProtectionSpecialistT3

Phoenix, Arizona, United States

Full-time

Hybrid

Entry Level

$20/hr - $22.60/hr

2+ years exp

American Express is a company with a long history of innovation and commitment to its customers. The Account Protection Specialist is responsible for utilizing fraud management techniques to identify fraudulent activity and minimize potential loss, while maintaining professional relationships with customers through inbound and outbound calls.

Credit CardsFinanceFinancial ServicesPaymentsTravel

Comp. & Benefits

No H1B

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 and the customer

Qualification

Customer ServiceAnalytical SkillsMicrosoft OfficeFraud ExperienceTime ManagementProblem SolvingRelationship BuildingDecision Making

Required

Two or more years of Customer Service experience in a call center environment

Ability to work in a fast-paced call center environment, balancing the need to support inbound and outbound call volume while meeting production and quality goals

Passion for servicing clients with proactive solutions that grow relationships by demonstrating proven relationship building, negotiation and problem solving

Proven analytical skills with the ability to process large amounts of information in a short amount of time and articulate a workable solution to the customer

Above average PC skills in Microsoft Word, Excel, PowerPoint, and Outlook with a solid working knowledge of current Internet technology and the ability to research information for business related purposes

Ability to navigate in multiple computer systems while interacting with the customer simultaneously

Proven strength when assessing the short and long-term effect that all decisions have on constituents and day to day business processes

Must be able to effectively listen to the customer, make a connection, acknowledge and emphasize when appropriate

Must be comfortable making decisions and recommendations in unclear circumstances and be able to manage multiple tasks effectively while progressing through work concurrently

Resilient with the desire to continually improve personal performance, customer satisfaction and business brand, and demonstrated patience and ability to solve customer concerns

Strong time management skills and the ability to work under pressure and with limited supervision

Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations