Fraud Protection Specialist-Rotating Day Shift

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia American Express Full time

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.

Go above and beyond at a company that sets the standard for customer-first service.

Are you a talented deductive thinker with an inquisitive mind? Can you connect the dots for what appears to be "normal" and what might be "outside of the box"?

Get ahead in your career by joining as an Identity Theft Fraud Investigation Specialist, part of Global Fraud (GF) servicing premium customers based in Australia, New Zealand, and Singapore.

We have observed a new shift in the current fraud trend in the market. Customers are more vulnerable to being victims of Identity Theft fraud. We work to deliver exclusive fraud protection services to our customers to prevent them from being victims of this type of fraud.

Join and be associated with one of the world's most renowned brands You will handle premium customers based in Australia, New Zealand, and Singapore.

Key responsibilities include but are not limited to the following:

  • You will interact with our premium customers to protect their accounts from fraud activities through inbound and outbound calls while providing a world-class customer experience.
  • Make sound decisions through systematic analysis on high-risk fraud inquiries.
  • You will have the opportunity to work directly with Global Security, Fraud Risk Management, and the Fraud Application team to conclude cases.
  • Meet and perform above and beyond expectations, especially on Customer, Decision Quality, and Efficiency metrics.
  • Highlight and recommend changes in workflows and procedures based on customer demands and current fraud trends to meet their needs.
  • Provide a world-class customer experience by delivering personalized services to customers through enabling spend and generating revenue, whilst minimizing fraud risk for card members.
  • Live by the mantra to Reduce Provision, Enable Spend, and Prevent Fraud

What we're looking for?

  • Fluent in English with strong conversational skills and a customer-centric mindset.
  • International exposure in handling native English speakers (e.g., ANZ and/or UK) is highly preferred.
  • Minimum of 3 years working experience in related industries.
  • Minimum of Diploma qualifications, preferably with tertiary education.
  • Able to make sound decisions effectively and promptly with minimum supervision.
  • Good interpersonal skills, mature and patient in handling difficult situations.
  • Hold a high level of integrity, strong analytical skills with attention to detail and accuracy.
  • Must be willing to work permanent weekend shifts.
  • Able to work and adapt in a fast-paced environment.

In return we reward your hard work with:

  • Competitive salary and yearly performance incentives.
  • Shift Allowance.
  • Learn and develop a wide range of skills to prevent, detect, and mitigate identity fraud.
  • Opportunity to drive new ideas and make a measurable impact on the company.
  • Work with incredibly driven people with a customer-centric mindset.
  • Huge career potential and global growth opportunities.
  • Enjoy hybrid-flexible working arrangements.

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 or onsite 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.

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