Description

　　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.

　　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 involves inbound and outbound customer contact with both the card member and service establishment to validate the claim, educate, inform and deliver a sometimes-difficult message while diffusing situations. The successful candidate will be accountable to successfully manage a high inventory caseload, meet performance metrics while ensuring inquiries and transactions are handled professionally, in accordance with company policies, regulatory requirements and service level agreements.

　　Key Responsibilities:

　　Researching and investigating potentially suspicious fraud claims referred by Fraud Risk

　　Aide in protecting and minimizing fraud losses

　　Claim validations, educating, informing, and delivering sometimes difficult messages while defusing situations

　　Advocating for the merchant using a variety of tools to determine validity of various trends

　　Managing a high inventory caseload

　　Meeting performance metrics while ensuring inquiries and transactions are handle professionally

　　Minimum Qualifications:

　　Must be a current Account Protection Specialist within GFPS

　　Experience working under Federal Regulatory Compliance guidelines with accountability for quality, efficiency, and effectiveness metrics

　　Must be able to work full time Monday- Friday between the hours of 6am-4:30pm

　　Experience working with Credit/Charge Card fraud claims

　　Experience working with CSP and/or FSV systems preferred

　　Strong analytical skills and demonstrated ability to effectively balance research vs. efficiency and adjusting work effort based on priorities ( adapt to change)

　　Demonstrated experience with ability to identify and report new trends

　　Demonstrated personal accountability via self-motivation, initiative, driving results

　　Ability to work independently and maintain confidential information

　　Excellent communication skills with both internal and external customers via phone and written correspondence

　　1 Fraud Voice Training is preferred

　　Demonstrated ability to deliver a difficult message with minimal escalations

　　Commitment to fostering a positive work environment and teamwork; able to give and receive feedback to colleagues

　　Applicants must meet performance and time in job requirements

　　Qualifications

　　Salary Range: $20.00 to $28.85 hourly bonus benefits

　　The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

　　Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

　　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

　　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

　　For a full list of Team Amex benefits, visit our Colleague Benefits Site .

　　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.

　　We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

　　US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

　　If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

　　Job: Customer Service

　　Primary Location: US-Arizona-Phoenix

　　Schedule Full-time

　　Req ID: 23013483