Fraud Team Leader

hace 1 semana


Madrid, Madrid, España Amex A tiempo completo

Lead the Way in Fraud Prevention

At Amex, we're committed to delivering outstanding customer care while minimizing fraud. As a Fraud Team Leader, you'll play a critical role in achieving this goal.

Your Key Responsibilities:

  • Lead a team of Account Protection Specialists in providing exceptional service to our customers
  • Analyze performance data to identify opportunities for improvement in key metrics, such as speed of resolution and customer satisfaction
  • Minimize fraud loss exposure by ensuring cases are handled according to policy and procedures
  • Develop and coach Fraud Specialists to drive high-quality results and employee engagement
  • Stay close to the customer experience through call listening and data review to drive action plans for ongoing high customer service standards

About the Role:

This exciting Team Leader role will be responsible for leading a Fraud front office team who provide 24x7 charge verification and authorization for France Consumer and Commercial customers. You'll 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, and recommend to a friend scores.

What You'll Get:

As a Fraud Team Leader at Amex, you'll have the opportunity to drive world-class fraud servicing to our customers, minimize fraud losses, and drive spend enablement for Cardmembers. You'll be part of a global and diverse community of colleagues with an unwavering commitment to backing our customers, communities, and each other.


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