Accounts Professional Specialist

You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Function Description
• For making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
• Taking/Making IB and OB Calls. Working Through Dialer System To Verify Possible Fraud Charges On Dollar Accounts
• Identify potential fraud trends and patterns, and review fraud claims from Card members
• Upon review, a decision is made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence
• Either decision results in necessary maintenance to the account to send appropriate correspondence and make financial adjustments to either party and notate the account
• Detect and minimize credit and fraud risk whilst enabling card member to spend at the same time
• Point of Sales (POS) approval

Purpose of the Role
• Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis.