Customer Service Analyst T3-II

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.
Minimum Qualification:
Experience working with online deposit fraud
Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases
Ability to digest and synthesize large amounts of information, financial and otherwise from numerous sources
Ability to effectively communicate American Express concerns while ensuring customers that they are valued
Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with Microsoft Office products
Must possess intuitive and deductive reasoning skills and be comfortable making decisions and recommendations in unclear circumstances
Manage multiple tasks effectively while progressing through work concurrently
Resilient with the desire to continually improve personal performance, customer satisfaction and business brand
Demonstrated patience and ability to solve customer concerns
Ability to navigate in multiple computer systems while interacting with the customer simultaneously
Must have strong time management skills and the ability to work under pressure and with limited supervision
Must have excellent written and verbal communication skills
Preferred Qualification:
Ability to use good, sound judgment in decision making
Strong understanding and knowledge of US Banking Regulations
Ability to effectively manage change and remain calm in stressful situations
Self-Motivated and committed to drive results with professional business maturity
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, the customer and external banks. Additional responsibilities include identifying fraud trends and developing continuous process improvements.

Work arrangement
Hybrid