Team Leader Customer Service Fraud Operations German & English

Overview 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.

Global Fraud aims to minimize fraud while instilling a deep sense of security and confidence in our customers, delivering outstanding customer care.

Role and Responsibilities This exciting Team leader role will be responsible for leading a Fraud front office team who provide 24 x 7 charge verification and authorization, for German & Austrian markets Consumer and Commercial customers. The Team leader will be responsible for delivering on key metrics including, speed of resolution, call handling times, abandoned call volumes, business self-testing metrics, complaint volumes and insights, recommend to a friend scores. This role is key to drive world class fraud servicing to our customers through fast fraud alert resolution minimizing fraud losses and driving spend enablement for Cardmembers. Here’s some of what you’ll be doing :

Leading a team of