Account Protection Specialist

American Express
Philippines
Workplace: HybridFull timeFunction: Communications, PR & CommunityExperience: 2+ yearsEducation: high_schoolSkills: ["Empathy","Rapport building","Active listening","Analytical thinking","Time management"]

Protect card members by investigating potentially fraudulent activity through outbound and inbound calls, reviewing dispute claims, and making decisions to accept or reject charges. Handle transaction-level credit and fraud cases for card members and merchants, including POS-related approvals and charge reversals. Perform real-time risk assessments, communicate professionally to drive mutually beneficial outcomes, and resolve cases within empowerment limits while minimizing credit and fraud risk.

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FursaFursa
American Express
American Express
3 days ago

Account Protection Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Protect card members by investigating potentially fraudulent activity through outbound and inbound calls, reviewing dispute claims, and making decisions to accept or reject charges. Handle transaction-level credit and fraud cases for card members and merchants, including POS-related approvals and charge reversals. Perform real-time risk assessments, communicate professionally to drive mutually beneficial outcomes, and resolve cases within empowerment limits while minimizing credit and fraud risk.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Identify potentially fraudulent charges via outbound and inbound calls and proactively detect fraud.
  • •Answer inbound calls from card members and set up/action fraud cases during calls.
  • •Review fraud-related dispute claims and decide to accept or reject claims, coordinating merchant contact and correspondence.
  • •Service transaction-level credit and fraud inbound calls and perform necessary account maintenance, financial adjustments, and case documentation.
  • •Conduct real-time transaction-level credit and fraud risk assessments and resolve cases within the assigned empowerment limit.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePension

Key Requirements

  • •Minimum of 2 years work experience in the BPO industry.
  • •Ability to provide exceptional customer service through empathy, building rapport, active listening, and clear understanding.
  • •Excellent analytical skills to make accurate decisions during fraud and dispute reviews.
  • •Strong communication skills and the ability to lead conversations with card members/merchants professionally.
  • •At least Senior High School Graduate (or Bachelor’s/Associate/Graduate/Undergraduate/Vocational equivalent).
Experience:2+ yearsBPOFraud and disputesBFSI
Education:High School
Skills:EmpathyRapport buildingActive listeningAnalytical thinkingTime management

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