Account Protection Specialist - Suspect Fraud Team

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.

The Account Protection Specialist (APS) for our Suspect Fraud Team. As a member of the Suspect Fraud Team, you will research and investigate potentially suspicious fraud claims referred by Fraud Risk for additional investigation. A successful candidate will aide in protecting and minimizing fraud losses as well as being an advocate for the merchant by using a variety of tools to determine validity, various trends, and/or process improvements.

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.

Minimum Qualifications:

• High School diploma or 1 year of work experience
• 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
• Strong analytical skills and demonstrated ability to effectively balance research vs. efficiency and adjusting work effort based on priorities ( adapt to change)
• Ability to manage and prioritize large caseload on a daily basis
• 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
• 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

Salary Range: $20.00 to $35.82 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