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Customer Service Analyst
American Express. Ensure accurate analysis of fraud claims and make sound decisions to approve or decline them through systematic analysis .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in fraud analysis and decision-making, with a strong focus on customer service and compliance. Proficient in identifying fraudulent activities and implementing corrective measures while maintaining high accuracy and productivity.
Highest-signal resume keywords
Fraud AnalysisCustomer Service OrientationAnalytical MindsetAttention to DetailFraud Procedures Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Fraud AnalysisChargeback ManagementTransaction MonitoringData AnalysisDocumentation Review
Soft Skills
Effective CommunicationMultitaskingProblem-SolvingCustomer SensitivityService Orientation
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Fraud ClaimsCompliance RegulationsMerchant ChargebacksFraudulent ChargesCustomer Queries
About the role
Key responsibilities & impact- Ensure accurate analysis of fraud claims and make sound decisions to approve or decline them through systematic analysis
- Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant accounts
- Review fraud disputes through merchant contact, request additional documentation, and execute merchant chargebacks
- Handle each merchant chargeback dispute request in a timely and accurate manner
- Proactively identify fraudulent charges via inbound and outbound calls
- Analyze complex information and make sound decisions
- Monitor current trends in the fraud landscape and suggest preventive and corrective measures
- Meet and endeavor to exceed metrics on transactional quality, compliance regulations, and productivity
- Highlight issues through feedback and recommend changes in workflows, procedures, and service levels based on customer demands
- Balance customer interests with the interests of American Express
- Respond to customer queries in a timely and comprehensive manner
- Communicate effectively, orally and in writing, to review and document necessary information
Requirements
What you’ll need- Bachelor's Degree
- Preferred knowledge on Fraud Procedures
- Analytical mindset with attention to detail, high degree of accuracy & ability to multitask effectively
- High level of customer sensitivity, commitment, service orientation & highly result oriented
- Amex product knowledge desirable
- Must be able to work all shifts, including non-business hours, overnights, weekends, and holidays
- Applicant would be required to report to work as per the hybrid work model
- Offer of employment is conditioned upon 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