Fraud Protection Specialist - Germany/Austria

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.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Global Servicing (GS) is responsible for the company’s customer service, travel & lifestyle, credit & collections, and fraud operations teams that serve our consumer, banking, merchant, and commercial customers around the world. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive innovation, and bringing a human touch to each customer interaction.

How will you make an impact on this role?

Meaningful, rewarding work performed with integrity. Here’s just some of what you’ll do in this role:

The Fraud 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 analysing pertinent data to determine the appropriate course of action.

The Fraud 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

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 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

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; able to make good, sound judgements in a fast-paced environment as well as multitask and re-prioritize 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 center environment

Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.