Customer Service Analystnew

We’re inviting applications for Global Dispute Services - Fraud. This Job Opportunity aims at enabling talent to be a part of the US Fraud Back Office Team. We cater to all US market Card Members and Merchants wherein the end-to-end journey is complex, and our primary responsibility is to ensure decision accuracy and efficient dispute journey for our customers.

• Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis
• Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account
• Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks
• Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner
• Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
• Analyze complex information and make sound decisions
• Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures
• Meet and endeavor to exceed metrics on transactional quality, compliance regulations, and productivity as per goals
• Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is always given 
• Balance customer interests with the interests of American Express
• Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
• Communicates effectively, oral and written, to review and document necessary information

• 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

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. 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 our 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.