Fraud Protection Specialist

Join to apply for the Fraud Protection Specialist - Germany/Austria role at American Express . At American Express, our culture is built on a 175-year history of innovation, shared values, and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well‑being and many opportunities to learn new skills, develop as a leader, and grow your career. Responsibilities Deliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American Express Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case management Identify possible fraudulent activities and minimise the potential loss to American Express by gathering and analysing pertinent data to determine the appropriate course of action Ensure company compliance as needs in each country, region, and market are different Appropriately manage highly sensitive customer information maintaining appropriate privacy and protection standards Meet and exceed quality goals, compliance regulations and productivity targets Receive and provide coaching to colleagues toward performance improvement Fluent in German and English Spanish is a plus Strong verbal and written communication skills, in a business environment preferred. Such as taking inbound and outbound client calls to resolve cases Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations Ability to deal with stressful situations, whilst also managing your time appropriately Demonstrate a passion to serve by delivering outstanding service in every interaction with our customers Analytical and problem‑solving skills with strong attention to detail; ability to make good, sound judgements in a fast‑paced environment as well as multitask and re‑prioritise on a regular basis Strong interpersonal and listening skills; assertive and able to handle difficult conversations, demonstrating empathy, sensitivity, and compassion Demonstrate coachability; able to listen and share best practices, contributing to a strong culture of feedback Excellent negotiation, influencing and resourcefulness skills Navigate multiple systems and digital tools to service our customers Confidence to work in a virtual environment Minimum Qualification Fluent in German and English Spanish is a plus Strong verbal and written communication skills, in a business environment preferred. Such as taking inbound and outbound client calls to resolve cases Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations Ability to deal with stressful situations, whilst also managing your time appropriately Demonstrate a passion to serve by delivering outstanding service in every interaction with our customers Analytical and problem‑solving skills with strong attention to detail; ability to make good, sound judgements in a fast‑paced environment as well as multitask and re‑prioritise on a regular basis Strong interpersonal and listening skills; assertive and able to handle difficult conversations, demonstrating empathy, sensitivity, and compassion Demonstrate coachability; able to listen and share best practices, contributing to a strong culture of feedback Excellent negotiation, influencing and resourcefulness skills Navigate multiple systems and digital tools to service our customers Confidence to work in a virtual environment Preferred Qualifications Experience in a customer facing role or a contact centre environment Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions. Benefits 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 centres staffed with nurses and doctors (depending on location) Free and confidential counselling support through our Healthy Minds programme 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. Seniority level: Entry level Employment type: Contract Job function: Other #J-18808-Ljbffr