Account Protection Specialist - Bank

Role: Account Protection Specialist

Job description

- This position is responsible for providing excellent service to our valued U

- K Based customers whose accounts may have fraudulent activities

- As an Account Protection Specialist, you will be responsible to balance Customer interest with interest of American Express and ensure review of fraud claims from our Cardmembers and service transaction level credit & fraud risk inbound calls from merchants

- This role will involve making outbound or inbound calls to our valued customers, to identify potential fraudulent charges and provide extra-ordinary customer service

- For making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.

- Answer inbound calls from Card members and set up/action fraud cases on calls.

- Review fraud claims from Card members to make a decision, to either accept the claim from the Card member or reject it.

- Detect and minimize credit and fraud risk whilst enabling spend at the same time

- Real time, transaction level credit and fraud risk assessments for requests received from our Cardmember or merchants.

- Point of Sales (POS) approval, charge reversals request from merchant establishments

- Resolve cases within the assigned empowerment limit

- Continue to monitor current trends in Fraud landscape & suggest preventive & corrective measures.

- Meet and endeavor to exceed metrics on transactional quality, compliance, RTF, regulations and productivity as per goals.

Minimum Qualification:

- Strong interpersonal, communication and listening skills

- Learn and adapt to new information and technology platforms

Preferred Qualification:

- Amex product knowledge is desirable

- Highly self-motivated, results-oriented, and positive

- The ideal candidate should have demonstrable analytical skills along with a passion for research and investigative evidence analysis