Account Protection Customer Care Specialist, German Speaker

American Express

. Deliver world-class customer service, offer custom solutions, and negotiate positive outcomes for customers and American Express .

Posted 9/23/2026full-timeMadrid • SpainMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering exceptional customer service while managing sensitive information and ensuring compliance with privacy standards. Proficient in fraud investigation, case management, and effective communication in both German and English.

Highest-signal resume keywords

Fluent In German And EnglishFraud InvestigationCustomer Service ExcellenceAnalytical And Problem-Solving SkillsNegotiation And Influencing Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Fraud InvestigationIdentity RestorationData AnalysisCase ManagementCompliance Management

Soft Skills

Strong Verbal And Written CommunicationInterpersonal SkillsEmpathy And SensitivityCoachabilityTime Management

Tools & Technologies

Digital Tools NavigationVirtual Environment Proficiency

Industry Keywords

Customer-Facing ExperienceContact Center ExperiencePrivacy StandardsQuality GoalsProductivity Targets

About the role

Key responsibilities & impact

Deliver world-class customer service, offer custom solutions, and negotiate positive outcomes for customers 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 losses by gathering and analyzing pertinent data
Ensure company compliance across countries, regions, and markets
Manage highly sensitive customer information according to privacy and protection standards
Meet and exceed quality goals, compliance regulations, and productivity targets
Receive and provide coaching to colleagues to improve performance
Handle inbound and outbound customer calls throughout designated shifts

Requirements

What you’ll need

Fluent in German and English
Strong verbal and written communication skills, in a business environment preferred; experience taking inbound and outbound client calls to resolve cases
Ability to remain positive and calm in difficult situations
Ability to deal with stressful situations while managing time appropriately
Passion to serve by delivering outstanding service in every customer interaction
Analytical and problem-solving skills with strong attention to detail
Ability to make sound judgments in a fast-paced environment, multitask, and reprioritize regularly
Strong interpersonal and listening skills; able to handle difficult conversations with empathy, sensitivity, and compassion
Coachability and willingness to share best practices
Excellent negotiation, influencing, and resourcefulness skills
Ability to navigate multiple systems and digital tools
Confidence working in a virtual environment
Employment eligibility to work with American Express in Spain; visa sponsorship is not provided
Customer-facing or contact center experience 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