Account Protection Customer Care Specialist - German Speaker

American Express
Madrid
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Time management","Attention to detail","Interpersonal skills","Empathy","Coachability","Negotiation","Influencing","Multitasking","Re-prioritization","Resourcefulness"]

Handle inbound and outbound customer calls while delivering world-class service and investigating suspected fraud. You’ll analyze data to identify fraudulent activity, manage sensitive customer information with strong privacy standards, and ensure compliance across markets. Work in a hybrid environment as part of Global Servicing, meeting quality and productivity goals while receiving and providing coaching to help colleagues improve performance.

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FursaFursa
American Express
American Express
1 day ago

Account Protection Customer Care Specialist - German Speaker

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Last checked: 4 hours agoStatus: Live

Job Summary

Handle inbound and outbound customer calls while delivering world-class service and investigating suspected fraud. You’ll analyze data to identify fraudulent activity, manage sensitive customer information with strong privacy standards, and ensure compliance across markets. Work in a hybrid environment as part of Global Servicing, meeting quality and productivity goals while receiving and providing coaching to help colleagues improve performance.
Location: Madrid
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Deliver world-class customer service, offer custom solutions, and negotiate positive outcomes for customers and American Express.
  • •Investigate allegations of fraud, perform identity restoration duties, and manage victim cases.
  • •Identify fraudulent activity by gathering and analyzing pertinent data to minimize potential loss.
  • •Maintain company compliance and appropriately manage highly sensitive customer information with privacy and protection standards.
  • •Handle inbound and outbound calls throughout designated shifts and support coaching for performance improvement.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability BenefitsRetirementPaid ParentalRemote Work

Key Requirements

  • •Fluent in German and English, with strong verbal and written communication skills in a business environment.
  • •Handle inbound and outbound calls to resolve cases while staying positive and calm in difficult situations.
  • •Demonstrate analytical and problem-solving skills with strong attention to detail, able to multitask and re-prioritize in a fast-paced environment.
  • •Exhibit strong interpersonal and listening skills with empathy, sensitivity, and compassion, including assertive handling of difficult conversations.
  • •Have experience in a customer-facing role or a contact center environment (preferred).
Skills:CommunicationProblem-solvingTime managementAttention to detailInterpersonal skillsEmpathyCoachabilityNegotiationInfluencingMultitaskingRe-prioritizationResourcefulness
Languages:GermanEnglish
Tech Stack:Digital toolsMultiple systems

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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