Account Protection Specialist Customer Service Advisor

hace 6 días


Madrid, Madrid, España American Express Services Europe Limited A tiempo completo

About American Express
At American Express, we're a global service company that provides customers with exceptional experiences every day. We strive to uphold our company values and powerful backing promise to provide the world's best customer experience every day.

About This Role
This is an exciting opportunity to join our team as an Account Protection Specialist in Madrid. As an Account Protection Specialist, you will be responsible for reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express. You will utilize fraud management techniques/tools, gather and analyze pertinent data to determine the appropriate course of action, handle inbound and outbound calls from customers, deliver world-class customer service, offer custom solutions, and negotiate a positive outcome for the customer and American Express.

Key Responsibilities
- Review existing Consumer and/or Business accounts to identify possible fraudulent activity
- Utilize fraud management techniques/tools to minimize potential loss to American Express
- Handle inbound and outbound calls from customers while maintaining a professional working relationship between American Express and the customer
- Deliver world-class customer service, offer custom solutions, and negotiate a positive outcome for the customer and American Express
- Support colleagues from other European markets during Out of Hours Servicing
- Investigate allegations of fraud, counsel fraud victims, perform identity restoration duties, and victim case management
- Identify possible fraudulent activities and minimize the potential loss to American Express
- Ensure company compliance as needs in each country, region, and market are different

Requirements
To be successful in this role, you will need to have strong verbal and written communication skills, fluent in German (English and Spanish is a plus). You should also have analytical and problem-solving skills, strong attention to detail, and excellent negotiation, influencing, and resourcefulness skills. Additionally, you should be confident in working in a virtual environment, demonstrate personal excellence and resiliency, and have experience in a customer-facing role or contact center environment.

About Our Benefits
As an employee of American Express Services Europe Limited, you can expect a competitive salary, ranging from 45,000 - 55,000 EUR per annum, depending on your qualifications and experience. You will also receive benefits such as flexible working hours, annual leave, training opportunities, and career development support. American Express is an equal opportunity employer and welcomes applications from diverse candidates.



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