Fraud Disputes - French Account Protection Specialist
- Recruiter
- American Express
- Location
- Brighton
- Salary
- Competitive
- Posted
- 23 Sep 2017
- Closes
- 03 Oct 2017
- Sectors
- Multi lingual
- Contract Type
- Permanent
- Hours
- Full Time
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.
We're committed to becoming the world's most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
The Card Fraud Team is a blended, multi-lingual team responsible for the review and processing of fraud claims for France, Germany, Austria and the UK, and the charge verification and securing of accounts for International Currency Card (ICC) customers. The team partners closely with the Account Security Group (ASG) and Identity Protection Team (IPT) functions in Global Fraud Protection Service (GFPS), as well as Fraud Risk Management, Global Securities and the Merchant Review Team and reviews around 7000 cases per month across all its functions.
The efficiency of its processes is continually monitored to ensure the right balance is maintained between reducing future loss exposure for American Express and the needs of our Consumer and Corporate Customers. The GFPS Fraud Disputes Account Protection Specialist will provide world class servicing for Customers who have faced fraud transactions on their American Express account.
The successful candidate will be required to work Customer cases, identifying the fraud transactions and nature of fraud ensuring the highest standards of quality and customer service ensuring that American Express provides a fast resolution of fraud cases which drives Customer satisfaction.
The candidate will have the opportunity to be multi-skilled across Customer markets and functions, and duties may vary daily. The team also provide support to internal Customer facing teams when a Customer may have a query in relation to a fraud case, and is some cases handling calls directly from our Customers.
Key Responsibilities:
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Qualifications
Required skills:
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world's a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We're interested in where you came from, but we're even more excited about where you will go with American Express.
To complete your application please click on the links below. However, if you require any assistance with the completion of this process - or need any reasonable adjustments to be made - then please contact the Recruitment Team on or (for Russia based candidates ).
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.
We're committed to becoming the world's most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
The Card Fraud Team is a blended, multi-lingual team responsible for the review and processing of fraud claims for France, Germany, Austria and the UK, and the charge verification and securing of accounts for International Currency Card (ICC) customers. The team partners closely with the Account Security Group (ASG) and Identity Protection Team (IPT) functions in Global Fraud Protection Service (GFPS), as well as Fraud Risk Management, Global Securities and the Merchant Review Team and reviews around 7000 cases per month across all its functions.
The efficiency of its processes is continually monitored to ensure the right balance is maintained between reducing future loss exposure for American Express and the needs of our Consumer and Corporate Customers. The GFPS Fraud Disputes Account Protection Specialist will provide world class servicing for Customers who have faced fraud transactions on their American Express account.
The successful candidate will be required to work Customer cases, identifying the fraud transactions and nature of fraud ensuring the highest standards of quality and customer service ensuring that American Express provides a fast resolution of fraud cases which drives Customer satisfaction.
The candidate will have the opportunity to be multi-skilled across Customer markets and functions, and duties may vary daily. The team also provide support to internal Customer facing teams when a Customer may have a query in relation to a fraud case, and is some cases handling calls directly from our Customers.
Key Responsibilities:
- Reviews of fraud claims on corporate and consumer accounts for up to 5 markets
- Timely actioning of refunds for fraudulent charges made on accounts, maintaining strict adherence to the European Commission Payment Service Directive
- Reducing losses through effective team processing and internal collaboration
- Processing inbound Fraud Disputes raised within the agreed time frames and investigating all issues raised by card members or colleagues.
- Ensuring that Customer cases decision is in line with the Fraud Risk Management Disputes Policy, providing transparency for external customers
- Answering to all enquiries and providing resolution, liaising with internal teams and ensuring a positive customer experience
- Maintaining and building excellent working relationships within the GFPS Team and key internal contacts
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Qualifications
Required skills:
- Essential language English and French
- Knowledge of Fraud will be an advantage
- Excellent analytical and communication skills
- Flexibility and decisiveness
- Strong team player
- Strong verbal and written communication skills
- Ability to deal with sensitive issues/ complaints is essential
- Ability to work alone when appropriate and meet deadlines on assigned projects/tasks
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world's a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We're interested in where you came from, but we're even more excited about where you will go with American Express.
To complete your application please click on the links below. However, if you require any assistance with the completion of this process - or need any reasonable adjustments to be made - then please contact the Recruitment Team on or (for Russia based candidates ).