Account Protection Specialist

What you’ll do

Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis

Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account

Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks

Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner

Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls

Analyze complex information and make sound decisions

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

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

Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times

Balance customer interests with the interests of American Express

Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction

Communicates effectively, oral and written, to review and document necessary information