Account Protection Customer Care Specialist, German Speaker

American Express

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

Posted 9/21/2026full-timeMadrid • SpainMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates fluency in German and English, with strong verbal and written communication skills essential for effective customer interactions. Possesses analytical and problem-solving abilities, ensuring compliance and managing sensitive information while delivering exceptional customer service.

Highest-signal resume keywords

Fluent In German And EnglishCustomer Service ExcellenceAnalytical And Problem-Solving SkillsNegotiation And Influencing SkillsExperience In Customer-Facing Role

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Strong Verbal And Written Communication SkillsInterpersonal And Listening SkillsTime ManagementResiliency And Personal ExcellenceCoachability

Tools & Technologies

Digital ToolsMultiple Systems Navigation

Industry Keywords

Fraud InvestigationIdentity RestorationCompliance RegulationsCustomer Case ManagementSensitive Information Management

About the role

Key responsibilities & impact

Deliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American Express
Investigate allegations of fraud, counsel fraud victims and possible fraud victims, perform identity restoration duties and victim case management
Identify possible fraudulent activities and minimize 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 while maintaining privacy and protection standards
Meet and exceed quality goals, compliance regulations, and productivity targets
Handle inbound and outbound customer calls throughout designated shifts
Receive and provide coaching to colleagues toward performance improvement

Requirements

What you’ll need

Fluent in German and English
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
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
Employment eligibility to work with American Express in Spain is required; the company will not pursue visa sponsorship
Experience in a customer-facing role or contact center environment preferred

Benefits

Comp & perks

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