Account Protection Specialist

AMERICAN EXPRESS

0 - 7 years

2 - 9 Lacs

gurugram

Posted:3 weeks ago| Platform:

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Skills Required

usage call monitoring claims people management skills focus manual service quality counselling quality compliance supervision

Work Mode

Work from Office

Job Type

Full Time

Job Description

How will you make an impact in this role

- Perform Manual review on accounts claimed as Fraud by card members/Third parties/POAs and Victims.
- Ensure accurate analysis of Fraud Application Claims and make sound decisions to approve or decline the same through systematic analysis
- Meet and endeavor to exceed metrics on quality, compliance regulations and productivity/efficiency as per goals sheet
- Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times
- Balance customer interests with the interests of American Express
- Quality focused with strong attention to detail
- Excellent listening and verbal communication skills, exhibit a strong presence and the ability to communicate effectively across all audiences
- Strong Command on the English Language (specifically Concepts of Functional Grammar and its usage) both in terms of understanding and assessing. Ability to comprehend the correct meaning from the language.
- Previous calling experience would be an added advantage for call monitoring and listening.
- This role may be subject to additional background verification checks
- Self- driven and demonstrate the ability to deliver tasks without direct supervision
- Strong sense of accountability and responsibility

Minimum Qualifications

- Graduates only
- Excellent Written & Oral Communication Skills
- Incumbent should not be at any level of counselling

Preferred Qualifications

- Demonstrate people management skills and has the ability to coach team members
- Being 100% focused on the teams success
- Has exposure to fraud function in the past

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