Account Protection Specialist

Brighton, East Sussex
£9.89 per hour
05 Oct 2016
19 Oct 2016
Manpower UK
Job Type
American Express is the world's premier service company, and the largest credit card issuer by purchase volume. From high employee satisfaction ratings to many workplace awards, American Express is consistently recognized as a great place to work by people around the world.

A fantastic opportunity has become available at American Express for a full time Account Protection Specialist who can deliver a superior customer experience. The core function of an Account Protection Specialist is to drive profitable spend by making sound and fact based decision taking into consideration both credit and fraud risk assessments.

The Key Responsibilities Involve:

*Handle incoming authorisations requests - resolved within the assigned empowerment limit guided by existing international authorisations policies and procedures.
*Refer complex cases or charges above empowerment limit in accordance to the outlined concurrence and escalation matrix.
*Ability to detect and minimise credit and fraud risk whilst enabling spend at the same time.
*Work on the dialler on an inbound and outbound basis to perform charge verification's, taking the appropriate action if fraud is confirmed or negated.
*Uphold the highest level of integrity by adhering to compliance including, but not restricted; to law and regulations, privacy and data protection principles, anti-corruption, anti-money laundering, code of conduct and sanction rules.
*Handle customers (service establishments and card members) basic enquiries after business office hours, weekends & public holidays, unless an exception is granted on market basis.
*Update support messages and account status into the credit authorisation system for fraud and credit reasons.
*Handle after hours credit, fraud, customer service, centurion and corporate customer inquiries after business office hours, weekends & public holidays.
*Support emergency replacement by liaising with foreign centers and ensure timely delivery to card members.
*Liaise with overseas servicing centers on authorisations requests and customer enquiries, both internal and external.
*Handle calls with highest quality standards and ensure we deliver our brand promise.
*Handle internal customer enquiries on authorisations related queries.
*Support other risk management functions as and when required.
*Participate in scheduled off phone work related activities, including training's, town halls, employee engagement and team building activities.

Skills Required:

*Able to work under pressure
*A team player with excellent communication and analytically skills
*High level of integrity
*Must be willing to work on shifts (7am-10pm)
*Highly service orientated and possesses good spoken and written skills in English
*Understand risk management - preferably with risk operations background

Working at American Express you are provided with a fantastic and diverse working environment, in a state of the art building in the centre of Brighton. Other benefits include;
-Continued training and development
-A subsidised roof top canteen
-Free tea/coffee
-Subsidised on site costa coffee
-On site gym.
-Flexible hours
-Employee discounts at a number of local retailers.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process - or need any reasonable adjustments to be made - then please contact Manpower at