Bilingual Fraud Contact Center Specialist

American Express

. Deliver extraordinary service on inbound and/or outbound customer calls in a fast-paced, structured customer care environment .

Posted 9/17/2026full-timeMexico City • MexicoJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong bilingual communication skills in English and Spanish, with a focus on consultative support and problem-solving in a customer service environment. Capable of analyzing data to minimize losses while maintaining compliance and delivering exceptional customer experiences.

Highest-signal resume keywords

Bilingual Communication SkillsCustomer Service ExperienceAnalytical SkillsProblem-Solving AbilityConsultative Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisFraud InvestigationPerformance Metrics ManagementCall HandlingCustomer Relationship Management

Soft Skills

Active ListeningNegotiation SkillsResilienceEmpathyAdaptability

Tools & Technologies

Computer LiteracyMultiple Computer Systems Navigation

Certifications & Qualifications

Minimum 1 Year Diploma or Graduate Degree

Industry Keywords

Customer CareConsultative SupportCompliance RequirementsCard MembershipContact Center Environment

About the role

Key responsibilities & impact

Deliver extraordinary service on inbound and/or outbound customer calls in a fast-paced, structured customer care environment
Consult with Card Members to understand their needs and tailor unique, personal solutions
Reinforce the benefits of card membership to deepen customer engagement
Identify possible fraudulent activities and investigate allegations of fraud
Gather and analyze data to determine appropriate actions and minimize potential losses to American Express
Develop consulting skills by maintaining customer relationships through care and empathy, understanding needs, handling objections, and providing solutions
Meet and exceed performance goals for customer satisfaction, consultation, call handling time, schedule adherence, and compliance
Maintain integrity and accountability when handling customer information and meeting compliance requirements

Requirements

What you’ll need

Bilingual with advance English and Spanish communication skills
Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy
Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style
Resilience to efficiently manage a steady stream of customer calls while balancing performance to meet a variety of metrics
Passion for consultative support and recommending solutions tailored to each Card Member
Problem-solving ability to evaluate Card Member issues and offer solutions to resolve them on the first contact
Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and assertiveness
Capacity to learn, willingness to try new things, ability to incorporate feedback, and agility through change and difficult situations
Minimum 1 year of customer service or consultative support experience, ideally in a contact center environment
A minimum of 1 year diploma or graduate degree is required
Flexibility to work anytime between 6:00 am and 10:00 pm, including weekends
Mandatory hybrid arrangement with office attendance 3 times a week on a weekday
Successful completion of a background verification check, subject to applicable laws and regulations

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