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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in phone-based customer service, analytics, and KYC processes, with a strong ability to analyze suspicious payments and create Internal Suspicious Activity Reports (ISAR). Fluent in Dutch and English, capable of handling exceptional KYC situations and fostering effective communication with cardholders.
Highest-signal resume keywords
Phone-Based Service SkillsAnalytics SkillsKYC Data CollectionInternal Suspicious Activity Reports (ISAR)Fluent Dutch and English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AnalyticsKYC ProcessesSuspicious Payment AnalysisInternal Suspicious Activity Reports (ISAR)Customer File Management
Soft Skills
Strong Communication SkillsGreat Listening SkillsFlexibility
Industry Keywords
Fraud PreventionComplianceCustomer ServiceDebtor EnvironmentWwft Risk
About the role
Key responsibilities & impact- Provide phone-based service to American Express cardholders
- Advise cardholders and analyze payment limits and payment problems
- Perform analytics and administrative tasks to complete customer files
- Analyze and investigate unusual and suspicious payments for increased Wwft risk
- Create Internal Suspicious Activity Reports (ISAR) for the compliance department
- Conduct outreach to emphasize the importance of collecting KYC data from customers
- Handle exceptional KYC processes involving incomplete KYC data/documents and local translation through email correspondence
- Work in a team balancing fraud prevention and business risks
Requirements
What you’ll need- Excellent phone-based service skills
- Analytics and administrative skills to complete customer files
- Ability to analyze and investigate unusual and suspicious payments
- Ability to create Internal Suspicious Activity Reports (ISAR)
- Ability to conduct outreach and collect KYC (Know Your Customer) data requirements
- Ability to handle exceptional KYC processes and translate incomplete KYC data/documents locally through email correspondence with customers
- Strong communication skills
- Great listening skills
- Fluent Dutch and English
- Flexibility to work between 09:00 and 17:15, Monday to Friday
- Must live in the Netherlands
- Employment eligibility to work with American Express in the Netherlands; visa sponsorship is not provided
- Experience in a customer service or debtor environment is a plus
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
- Possibility to work partly at home
- 12 months working, 13 months paid
- Holiday money in May
- Annual incentive based on performance
- A 7-month contract with possibility of renewal or permanent employment
- 100% OV travel fee
- At full-time you get 27 vacation days
- Weekly guidance to develop yourself
- Excellent pension program
- Free American Express Green card
- Monthly credits at ClassPass that you can spend on sports, massage or a pedicure