Fraud Protection Specialist-(Cantonese & English)-Rotating Shift

American Express
Kuala Lumpur
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2+ yearsEducation: certificationSkills: ["Customer centric mindset","Analytical skills","Empathy","Resilience","Integrity","Positive mindset"]

Join Global Fraud Operations to protect American Express Service Establishments and Card Members from fraud across the full lifecycle—prevention, detection, and recoveries. You’ll handle premium customers via inbound and outbound calls, make decisions through systematic analysis, and meet customer experience and efficiency metrics. The role includes recommending workflow/procedure improvements and providing premium, personalized support across multiple Lines of Business for Asia Pacific, Europe, and North America regions.

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American Express
American Express
1 day ago

Fraud Protection Specialist-(Cantonese & English)-Rotating Shift

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Last checked: 29 minutes agoStatus: Live

Job Summary

Join Global Fraud Operations to protect American Express Service Establishments and Card Members from fraud across the full lifecycle—prevention, detection, and recoveries. You’ll handle premium customers via inbound and outbound calls, make decisions through systematic analysis, and meet customer experience and efficiency metrics. The role includes recommending workflow/procedure improvements and providing premium, personalized support across multiple Lines of Business for Asia Pacific, Europe, and North America regions.
Location: Kuala Lumpur
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Protect customer accounts from fraud activities by handling inbound and outbound calls.
  • •Serve premium customers across fraud operations and multiple Lines of Business (e.g., Merchant, Credit, Servicing).
  • •Make sound decisions through systematic analysis to reduce provision, enable spend, and prevent fraud.
  • •Meet and exceed Customer Experience and Efficiency metrics while managing a steady call volume.
  • •Recommend changes to workflows and procedures based on customer demands to maintain best-in-class customer experience.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability BenefitsPaid ParentalHybrid WorkCounseling SupportWellness StipendTraining

Key Requirements

  • •Fluent in Cantonese and English, with strong customer-centric mindset; Mandarin fluency is preferred.
  • •At least 2 years of experience directly managing customers in a customer-centric role.
  • •Strong analytical skills to identify and solve issues on the account.
  • •Minimum Diploma qualifications, preferably with tertiary education.
  • •Willingness to work a rotating night shift (7-day week, rotating off days).
Experience:2+ yearsHospitalityPremium retailEntertainmentAdvertisingCall center
Education:Certification / Diploma
Skills:Customer centric mindsetAnalytical skillsEmpathyResilienceIntegrityPositive mindset
Languages:CantoneseMandarinEnglish

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