ACCOUNT PROTECTION CUSTOMER CARE SPECIALIST FRENCH & ENGLISH SPEAKER

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues.
As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role? 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 utilizing fraud management techniques/tools whilereviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.
The Account Protection Specialist will be responsible for handling inbound and outbound callsfrom customers continually throughout designated shiftswhile 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 Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case management Identify possible fraudulent activities and minimize the potential loss to American Express by gathering and analyzing 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 Minimum Qualification.
Unique career journey shaped by your talent and curiosity Fluent French 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-prioritize on a regular basis Strong interpersonal and listening skills; assertive and able to handle difficult conversations, demonstrating empathy, sensitivity, and compassion Demonstratecoachability; 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