Account Protection Specialist Customer Service
hace 1 mes
Job Description - Account Protection Specialist Customer Service - German speaker (24022883)
You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day.
How you will make an impact in this role?
Here’s just some of what you’ll do in this role:
- The Account Protection Specialist is responsible for utilizing fraud management techniques/tools while reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.
- The Account Protection Specialist will be responsible for handling inbound and outbound calls from customers continually throughout designated shifts 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 your colleagues from other European markets during Out of Hours Servicing.
- Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing 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.
- 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.
Minimum Qualifications:
- Fluent in German (English and Spanish is a plus).
- Strong verbal and written communication skills, in a business environment preferred.
- 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.
- Strong interpersonal and listening skills; assertive and able to handle difficult conversations.
- Demonstrate coachability; able to listen and share best-practices, contributing to a strong culture of feedback.
- Excellent negotiation, influencing and resourcefulness skills.
- Confidence to work in a virtual environment.
Preferred Qualifications:
- Experience in a customer-facing role or a contact center environment.
- Location: Madrid.
- Workplace Flexibility: Full time. Hybrid or on-site.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
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