Customer Care Professional

hace 3 semanas

Madrid, España Amex A tiempo completo

**You Lead The Way. We’ve Got Your Back**

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

**Key Responsibilities**:
Also spotting fraud trends and potential fraud rings that could be targeting AMEX and our customers. Every one of our Fraud Investigators represents the American Express Brand. They take their work personally because they’re more than a friendly voice on the phone, they’re problem solvers and relationship builders. And the people you’ll work with, and the customers you’ll care for, value your passion and unique personality as much as we do. In the day to day running of ID fraud it is essential that we are there to service our customers when they need us.

Here’s just some of what you’ll do in this role:

- Deliver world-class customer service, whilst identify possible fraudulent activities and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action
- Investigate allegations of fraud, counselling fraud victims and/or possible fraud victims, performing identity restoration duties and victim case management
- Offer custom solutions with a positive outcome for the customer and American Express
- Keep pace with the everchanging world of fraud, identify new trends and develop continuous process improvements
- Meet and exceed quality goals, compliance regulations and productivity targets

**Additional Details**:

- Location: Madrid office location.
- Workplace Flexibility: Full time. Shift flexibility requirements.
- American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.
- Relocation Support: possibility of being eligible for a bonus and destination administrative support if you are relocating to Madrid.

At American Express’ discretion this position may be work from home and adjusted back to “in office” at any time

LI-Hybrid

Compliance Language

**Preferred Skills**:

- Highly proficient in German, with strong verbal and written communication skills
- Fluent in English with strong conversational skills especially in a business context
- Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations
- Excellent communication skills with both internal and external customers via phone and written correspondence
- Able to make sound decisions, effectively and promptly with minimum supervision.
- Good interpersonal and listening skills, mature and patient in handling difficult situations
- Hold a high level of integrity, strong analytical and problem-solving skills with attention to details and accuracy.
- Demonstrate a passion to serve by delivering outstanding service in every interaction with our Customers
- The ability to make good, sound judgements in a fast-paced environment as well as multitask and re-prioritise on a regular basis
- Navigate multiple systems and digital tools to service our Customers
- Confidence to work in a virtual environment.
- Ability to work with sensitive information
- Demonstrated ability to work both independently and in a team environment
- French writing and reading skills as a plus

**Why Fraud and American Express**:
Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes Fraud and American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

Compliance Language

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