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

 

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.