Account Protection Specialist

American Express

. Provide excellent service to U.S.

Posted 11/5/2026full-timeTaguig City • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in fraud detection and resolution, providing exceptional customer service while managing transaction-level credit and fraud risk assessments. Proficient in navigating fast-paced environments and building relationships with card members and merchants.

Highest-signal resume keywords

Fraud DetectionCustomer ServiceBPO ExperienceConsultative SkillsCredit Risk Assessment

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Fraud Claims ReviewTransaction-Level Risk AssessmentCharge Reversal ProcessingFinancial AdjustmentsEmpowerment Limit Resolution

Soft Skills

Problem-SolvingRelationship BuildingMultitaskingInfluencing SkillsEmpathy

Industry Keywords

BFSIFraud and DisputesMetric-Driven EnvironmentCustomer Relationship ManagementBackground Verification

About the role

Key responsibilities & impact

Provide excellent service to U.S. card members whose accounts have potential fraud activity
Build relationships with customers through inbound and outbound calls
Identify fraudulent charges proactively
Answer inbound calls from card members and set up/action fraud cases
Review fraud claims and decide whether to accept or reject claims
Contact merchants through correspondence regarding fraud claims
Maintain accounts, send correspondence, make financial adjustments, and document account notes
Service transaction-level credit and fraud-related inbound calls from merchants and card members
Detect and minimize credit and fraud risk while enabling profitable spending
Conduct real-time, transaction-level credit and fraud risk assessments
Approve point-of-sale transactions
Process charge reversals
Resolve cases within the assigned empowerment limit
Provide empathetic, professional customer service and guide conversations toward mutually beneficial outcomes
Meet specified department quality and performance targets

Requirements

What you’ll need

Minimum of 2-years work experience in the BPO (Business Process Outsourcing) industry
BFSI (Banking, Financial Services and Insurance) experience is preferred but not required
Experience in Fraud and Disputes is preferred but not required
Ability to work in a fast-paced, metric-driven environment with proficient multitasking and navigation
Consultative experience; ability to influence; resourceful, creative problem-solving; eagerness to find customized solutions
Must be at least Senior High School Graduate, Bachelor’s Degree, Graduate/Undergraduate, Associate Degree Graduate/Undergraduate, or Vocational Course Graduate/Undergraduate
Employed candidates are preferred; unemployed candidates may be considered if unemployment does not exceed 6 months from the target start date
Must be amenable to a hybrid work arrangement (onsite and work from home)
Must have at least 25 Mbps internet connection plan/speed
Must have a private and quiet area to work at home
Employment eligibility to work with American Express in the Philippines is required; no visa sponsorship
Successful completion of a background verification check is required

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
Target driven incentives
Walk-in applications processed on the same day