Account Protection Specialist

Job Description

Work Location Options:

Hybrid

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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?

The Account Protection Specialist (APS) is responsible for the efficient processing of financial and non-financial telephone inquiries from both Cardmembers and Service Establishments. A key player on the risk operations team. The APS is responsible for making approval and decline decisions on charge requests, as well as detecting potential fraud at the point of sale. Excellent communication skills are a must. Handling Merchant Voice Authorizations requests, Fraud charge verification, inbound / outbound Canadian Fraud and Authorizations calls in a 24/7 365 days a year call centre environment.

This role may be subject to additional background verification checks.

Qualifications:

• The ideal candidate must possess excellent communication skills.
• Minimum two years of Credit Consumer / Fraud experience or retail customer servicing.
• Exceptional Bilingual (English/French) verbal communication skills is an asset.
• Ability to analyze data from multiple sources and make quality decisions under time pressure.
• Ability to produce high quality work under minimum supervision.
• Must be able to explore alternatives and exercise sound judgement when faced with complex cardmember situations.
• University Degree or College Diploma preferred.

Hiring Range: $47,000 to $71,000 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, well consider your location, experience, and other job-related factors.

The job posting is for an existing vacancy.

We 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 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

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the Prohibited Grounds). If you have a disability and need accommodation, please speak with the Recruiter for more information.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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