Fraud Team Leader
hace 5 días
Be a Leader in Fraud Prevention
At American Express, we're committed to providing the world's best customer experience. 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.
This exciting role will be responsible for leading a Fraud front office team who provide 24 x 7 charge verification and authorization for France Consumer and Commercial customers.
The Team leader will be responsible for delivering on key metrics including speed of resolution, call handling times, abandoned call volumes, business self-testing metrics, complaint volumes and insights, recommend to a friend scores.
Key Responsibilities:
- Leading a team of Account Protection Specialists providing outstanding service to our customers
- Analyze performance management data, and identifying opportunities to further drive key metrics at optimal level: speed of resolution, call handling times, customer satisfaction and business self-testing
- Minimize fraud loss exposure for Amex by ensuring cases are handled according to policy/procedures
- Ongoing coaching & development of Fraud Specialists including coaching, regular feedback on quality and goal results
- Maximize team effectiveness and employee engagement
- Keep close to the customer experience through call listening, data review, complaints to drive action plans to ensure ongoing high customer service level standards.
- Build and maintain relationships with business partners to ensure customer needs are met
Requirements:
- Excellent analytical and communication (both verbal and written) skills
- Fluency in English and French is required
- Proven ability to manage complex processes & demands on a day-to-day basis
- Leadership experience
- Dynamic & motivated with a high degree of energy
- Ability to provide strong thought leadership creative thinking & problem solving
- Flexibility and great ownership following through to completion
- Strong team player
- Ability to deal with sensitive issues/complaints is essential with high integrity
- Ability to work alone when appropriate and meet deadlines on assigned allocations
- Ability to adapt to an ever-changing environment and being resilient
- Must have a can-do attitude and curiosity
We Offer:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
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