Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Role & Responsibilities:

Meaningful, rewarding work performed with integrity

Here’s just some of what you’ll do in this role:

The Account Protection Specialist is responsible for utilising fraud management techniques/tools while reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analysing pertinent data to determine the appropriate course of action.

The Account Protection Specialist will be responsible for handling inbound and outbound calls from customers continually throughout designated shifts while maintaining a professional working relationship between American Express and the customer.

• Deliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American Express

• Support your colleagues from other European markets during Out of Hours Servicing

• Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case management

• Identify possible fraudulent activities and minimise the potential loss to American Express by gathering and analysing pertinent data to determine the appropriate course of action

• Ensure company compliance as needs in each country, region, and market are different

• Appropriately manage highly sensitive customer information maintaining appropriate privacy and protection standards

• Meet and exceed quality goals, compliance regulations and productivity targets

• Receive and provide coaching to colleagues toward performance improvement

Preferred Skills:

Unique career journey shaped by your talent and curiosity

• Fluent in German (English and Spanish is a plus)

• Strong verbal and written communication skills, in a business environment preferred. Such as taking inbound and outbound client calls to resolve cases

• Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations.

• Ability to deal with stressful situations, whilst also managing your time appropriately

• Demonstrate a passion to serve by delivering outstanding service in every interaction with our customers

• Analytical and problem-solving skills with strong attention to detail; able to make good, sound judgements in a fast-paced environment as well as multitask and re-prioritise on a regular basis

• Strong interpersonal and listening skills; assertive and able to handle difficult conversations, demonstrating empathy, sensitivity, and compassion

• Demonstrate coachability; able to listen and share best-practices, contributing to a strong culture of feedback

• Excellent negotiation, influencing and resourcefulness skills

• Navigate multiple systems and digital tools to service our customers

• Confidence to work in a virtual environment.

Preferred Qualifications:

• Experience in a customer facing role or a contact center environment

Additional Details:

• Location: Madrid

• Workplace Flexibility: Full time. Hybrid or on-site

The same way we treat our colleagues is how we treat all applicants – with respect. American Express is an equal opportunity employer (insert equal opportunity law from your country). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at American Express.

Qualifications

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries

• Bonus incentives

• Support for financial-well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• Generous paid parental leave policies (depending on your location)

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

• Free and confidential counseling support through our Healthy Minds program

• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Job: Customer Service

Primary Location: Spain-Madrid-Madrid

Schedule Full-time

Req ID: 24005648