Account Protection Customer Care Specialist - German Speaker

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
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 analysing pertinent data to determine the appropriate course of action.
The Account Protection Specialist will be responsible for handling inbound and outbound calls from customers continually throughout designated shifts while maintaining a professional working relationship between American Express and the customer.
Minimum Qualification:
Fluent in German and English
Strong verbal and written communication skills, in a business environment preferred. Such as taking inbound and outbound client calls to resolve cases
Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations.
Ability to deal with stressful situations, whilst also managing your time appropriately
Demonstrate a passion to serve by delivering outstanding service in every interaction with our customers
Analytical and problem-solving skills with strong attention to detail; able to make good, sound judgements in a fast-paced environment as well as multitask and re-prioritize on a regular basis
Strong interpersonal and listening skills; assertive and able to handle difficult conversations, demonstrating empathy, sensitivity, and compassion
Demonstrate coachability; able to listen and share best practices, contributing to a strong culture of feedback
Excellent negotiation, influencing and resourcefulness skills
Navigate multiple systems and digital tools to service our customers
Confidence to work in a virtual environment.
Preferred Qualifications:
Experience in a customer facing role or a contact center environment
Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.
Meaningful, rewarding work performed with integrity. Here’s just some of what you’ll do in this role:
Deliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American Express
Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case management
Identify possible fraudulent activities and minimize the potential loss to American Express by gathering and analysing pertinent data to determine the appropriate course of action
Ensure company compliance as needs in each country, region, and market are different
Appropriately manage highly sensitive customer information maintaining appropriate privacy and protection standards
Meet and exceed quality goals, compliance regulations and productivity targets
Receive and provide coaching to colleagues toward performance improvement

Work arrangement
Hybrid