Bilingual Fraud Contact Center Specialist (2 Days Off | CDMX)

American Express
Mexico City
Workplace: HybridFull timeFunction: Data Analytics & Business IntelligenceEducation: high_schoolSkills: ["Active listening","Communication","Resilience","Consultative support","Problem-solving","Negotiation","Analytical thinking","Decision-making","Attention to detail","Assertiveness","Adaptability","Agility","Integrity","Accountability","Empathy","Handling objections","Customer-focused","Learning mindset"]

Handle inbound and outbound customer calls in a fast-paced fraud contact center, using strong bilingual (English/Spanish) communication and active listening to resolve issues on first contact. Investigate potential fraudulent activity by gathering and analyzing data to recommend appropriate actions that minimize losses. Meet service and compliance metrics while delivering consultative, tailored solutions and maintaining integrity with sensitive customer information.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
American Express
American Express
1 day ago

Bilingual Fraud Contact Center Specialist (2 Days Off | CDMX)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Handle inbound and outbound customer calls in a fast-paced fraud contact center, using strong bilingual (English/Spanish) communication and active listening to resolve issues on first contact. Investigate potential fraudulent activity by gathering and analyzing data to recommend appropriate actions that minimize losses. Meet service and compliance metrics while delivering consultative, tailored solutions and maintaining integrity with sensitive customer information.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Entry level

Key Responsibilities

  • •Consistently deliver extraordinary service on inbound and/or outbound customer calls to resolve cases quickly in a structured customer care environment.
  • •Consult with card members to understand their needs and tailor unique solutions while reinforcing benefits of card membership.
  • •Identify possible fraudulent activities, investigate allegations of fraud, and gather/analyze data to determine the appropriate course of action.
  • •Develop consulting skills by maintaining strong relationships through care and empathy, handling objections, and providing solutions.
  • •Meet and exceed performance goals including customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability BenefitsParental LeaveRetirement

Key Requirements

  • •Bilingual advanced English and Spanish communication skills.
  • •Minimum 1 year of customer service or consultative support experience, ideally in a contact center environment.
  • •Minimum 1 year diploma or graduate degree is required.
  • •Flexibility to work anytime between 6:00 am and 10:00 pm, including weekends.
  • •Ability to navigate multiple computer systems and applications simultaneously with speed and accuracy.
Experience:Contact centerCustomer serviceFraud
Education:High School
Skills:Active listeningCommunicationResilienceConsultative supportProblem-solvingNegotiationAnalytical thinkingDecision-makingAttention to detailAssertivenessAdaptabilityAgilityIntegrityAccountabilityEmpathyHandling objectionsCustomer-focusedLearning mindset
Languages:EnglishSpanish

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn