Account Protection Specialist

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.

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future over dues with accounts that have a high exposure

• Consistently deliver extraordinary service on

  inbound and/or outbound

  customer calls

  to resolve cases in a fast-paced, structured, customer care environment.   

• Consult with Card Members to

  understand their needs and tailor unique and personal solutions

  for them, while also reinforcing the benefits of card membership that deepen customer engagement. 

• Identify possible fraudulent activities

  , investigate allegations of fraud, and minimise the potential loss to American Express by

  gathering and analysing data

  to determine the appropriate course of action. 

• Develop key consulting skills, including maintaining strong relationships

  with customers through care and empathy

  , understanding customer needs, handling objections, and providing solutions.  

• Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations.  

• Maintain a

  high level of integrity

  & accountability

  to work with customer information and meet compliance requirements. 

Minimum Qualifications

• Computer literate

  , able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.   



• Effective communicator

  who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.   
   

• Resilience

  is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.   

• Passion for

  consultative support

  , recommending solutions tailored to each Card Member.    
  

• A

  problem-solver

  to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.    
  

• Excellent negotiation, analytical, and decision-making skills

  , with strong attention to detail and the ability to be assertive.  


• A capacity to learn, willingness to try new things,

  ability to incorporate feedback and agility

  through change and difficult situations.   

Preferred Qualifications

• Minimum 1 year customer service

  or consultative support experience, ideally in a contact center environment.
  
•  

  A minimum of 1 year diploma or graduate degree is required.

• 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