Fraud Protection Specialist – Night Shift

American Express
Kuala Lumpur
Workplace: HybridFull timeFunction: Communications, PR & CommunityExperience: 3+ yearsEducation: certificationSkills: ["Customer-centric mindset","Analytical thinking","Empathy","Resilience","Integrity"]

Join Global Fraud Operations to protect American Express Service Establishments and Card Members from fraud across the fraud lifecycle—prevention, detection, and recoveries. You’ll interact with premium customers primarily via inbound and outbound calls, make sound decisions through systematic analysis, and support customer experience and efficiency metrics. You’ll also recommend workflow and procedure changes based on customer demands while minimizing credit and fraud risk.

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FursaFursa
American Express
American Express
1 month ago

Fraud Protection Specialist – Night Shift

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Join Global Fraud Operations to protect American Express Service Establishments and Card Members from fraud across the fraud lifecycle—prevention, detection, and recoveries. You’ll interact with premium customers primarily via inbound and outbound calls, make sound decisions through systematic analysis, and support customer experience and efficiency metrics. You’ll also recommend workflow and procedure changes based on customer demands while minimizing credit and fraud risk.
Location: Kuala Lumpur
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Interact with premium customers to protect their accounts from fraud activities primarily via inbound and outbound calls while providing world-class service.
  • •Make sound decisions through systematic analysis.
  • •Meet or exceed expectations on customer experience and efficiency metrics.
  • •Highlight and recommend changes in workflows and procedures based on customer demands to maintain best-in-class customer experience.
  • •Service Service Establishments and Card Members across various lines of business (including Fraud), providing premium personalized service while minimizing credit and fraud risk.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid ParentalRemote Work

Key Requirements

  • •Fluent in English with a strong customer-centric mindset.
  • •Strong analytical skills to identify and solve issues on the account using systematic analysis.
  • •Ability to recognize Card Members as individuals and build rapport through empathy and human connection.
  • •Resilience to manage a steady stream of customer calls while balancing performance to meet customer experience and efficiency metrics; willing to work rotating night shifts.
  • •Minimum 3+ years working experience in hospitality/premium retail/entertainment, advertising, or call center, plus a minimum Diploma (preferably with tertiary education).
Experience:3+ yearsCall centerHospitalityPremium retailEntertainmentAdvertising
Education:Certification / Diploma
Skills:Customer-centric mindsetAnalytical thinkingEmpathyResilienceIntegrity
Languages:English

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