Fraud Team Leader
hace 4 días
At American Express, we're committed to providing the world's best customer experience every day. As a Fraud Team Leader, you'll play a critical role in minimizing fraud while instilling a deep sense of security and confidence in our customers.
Key Responsibilities:- Lead a team of Account Protection Specialists in providing outstanding service to our customers
- Analyze performance management data to identify opportunities to drive key metrics, such as speed of resolution, call handling times, and customer satisfaction
- Minimize fraud loss exposure by ensuring cases are handled according to policy and procedures
- Develop and implement coaching and development plans for Fraud Specialists to enhance their skills and performance
- Maximize team effectiveness and employee engagement
- Collaborate with business partners to ensure customer needs are met
- Excellent analytical and communication skills
- Fluency in English and French is required
- Proven leadership experience and ability to manage complex processes and demands
- Dynamic and motivated with a high degree of energy and ability to provide strong thought leadership and creative problem-solving
- Flexibility and great ownership in following through to completion
- Strong team player with ability to deal with sensitive issues and complaints with high integrity
- Competitive base salaries and bonus incentives
- Support for financial well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite, or virtual arrangements
- Generous paid parental leave policies
- Free access to global on-site wellness centers and confidential counseling support
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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