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Account Protection Customer Care Specialist French & English Speaker

Account Protection Customer Care Specialist French & English Speaker

WhatJobsMadrid, Kingdom Of Spain, España
Hace más de 30 días
Descripción del trabajo

This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.How will you make an impact in this role?Meaningful, rewarding work performed with integrity. Here’s just some of what you’ll do in this role :

The Account Protection Specialist is responsible for utilizing fraud management techniques / tools while reviewing existing Consumer and / or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.The Account Protection Specialist will be responsible for handling inbound and outbound calls from customers continually throughout designated shifts while maintaining a professional working relationship between American Express and the customer.Deliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American ExpressInvestigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case managementIdentify possible fraudulent activities and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of actionEnsure company compliance as needs in each country, region, and market are differentAppropriately manage highly sensitive customer information maintaining appropriate privacy and protection standardsMeet and exceed quality goals, compliance regulations and productivity targetsReceive and provide coaching to colleagues toward performance improvementMinimum Qualification :

  • Unique career journey shaped by your talent and curiosityFluent FrenchEnglish and Spanish is a plusStrong verbal and written communication skills, in a business environment preferred. Such as taking inbound and outbound client calls to resolve casesDemonstrate personal excellence and resiliency by remaining positive and calm in difficult situations.Ability to deal with stressful situations, whilst also managing your time appropriatelyDemonstrate a passion to serve by delivering outstanding service in every interaction with our customersAnalytical and problem-solving skills with strong attention to detail;
  • able to make good, sound judgements in a fast-paced environment as well as multitask and re-prioritize on a regular basisStrong interpersonal and listening skills;
  • assertive and able to handle difficult conversations, demonstrating empathy, sensitivity, and compassionDemonstrate coachability;

able to listen and share best-practices, contributing to a strong culture of feedbackExcellent negotiation, influencing and resourcefulness skillsNavigate multiple systems and digital tools to service our customersConfidence to work in a virtual environment.Preferred Qualifications :

Experience in a customer facing role or a contact center environmentWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally :

Competitive base salariesBonus incentivesSupport for financial-well-being and retirementComprehensive 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 needGenerous 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 programCareer development and training opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.#LI-DNI

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Customer Care Specialist • Madrid, Kingdom Of Spain, España