Customer Service Analyst T3-II

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.

Qualifications

• Minimum Qualification:

  • Experience working with online deposit fraud
  • Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases
  • Ability to digest and synthesize large amounts of information, financial and otherwise from numerous sources
  • Ability to effectively communicate American Express concerns while ensuring customers that they are valued
  • Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with Microsoft Office products
  • Must possess intuitive and deductive reasoning skills and be comfortable making decisions and recommendations in unclear circumstances
  • Manage multiple tasks effectively while progressing through work concurrently
  • Resilient with the desire to continually improve personal performance, customer satisfaction and business brand
  • Demonstrated patience and ability to solve customer concerns
  • Ability to navigate in multiple computer systems while interacting with the customer simultaneously
  • Must have strong time management skills and the ability to work under pressure and with limited supervision
  • Must have excellent written and verbal communication skills

   

  Preferred Qualification:

  • Ability to use good, sound judgment in decision making
  • Strong understanding and knowledge of US Banking Regulations
  • Ability to effectively manage change and remain calm in stressful situations
  • Self-Motivated and committed to drive results with professional business maturity