Account Protection Specialist

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.  Find your place in service on #TeamAmex.

This position is responsible for providing excellent service to our valued U.S. card members whose accounts have potential fraud activity.

• As an Account Protection Specialist you will be responsible for building relationships with our customers. This role will involve making outbound or inbound calls, in order to identify fraudulent charges.


• The role also involves reviewing fraud claims from Card members, and servicing transaction level credit and fraud related inbound calls from merchants


• Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.


• Answer inbound calls from Card members and set up/action fraud cases on calls


• Review fraud claims from Card members. Upon review, a decision needs to be made to either accept the claim from the Card member or reject it for payment of the balance owed and eventually making a contact with the merchant through correspondence. Subsequently, necessary maintenance to the account is required, to send appropriate correspondence and make financial adjustments to either parties and notate the account.


• Service transaction level credit and fraud related inbound calls from merchants and card members


• Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time


• Real time, transaction level credit and fraud risk assessments


• Point of Sale (POS) approval


• Charge reversals


• Resolve cases within the assigned empowerment limit