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?
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 and the customer.
Minimum Qualifications:
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
Preferred Qualifications:
Fraud experience preferred
The hours of operation are seven (7) days a week from 8:00am -12:00am EST including holidays
This is a full-time opportunity where candidates must be flexible to work any shift during business hours.
Qualifications
Salary Range: $20.00 to $22.60 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.
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
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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
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 - Click to view the " Know Your Rights " poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
Job: Operations
Primary Location: US-Arizona-Phoenix
Schedule Full-time
Req ID: 25020576
