Account Protection Specialist

2 weeks ago

Toronto, Ontario, Canada Amex Full time

You Lead the Way. We've Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways.

When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other.

Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.


At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success.

Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day.

And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Go above and beyond at a company that sets the standard for customer-first service.

How will you make an impact in this role?
Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.


The Account Protection Specialist (APS) is responsible for the efficient processing of financial and non-financial related 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.

APS make profitable credit decisions while providing excellent customer service by acquiring the necessary information that will enable them to do so; excellent communication skills are a must.

You may also play a role in assisting your colleagues in other international centres to resolve charges from traveling cardmembers.

At times, this position requires working with valued customers who are upset and not co-operative - you will use your skills and expertise to leave a lasting, positive impression.

Handling Merchant Voice Authorizations requests, Fraud charge verification, inbound / outbound Canadian and France Fraud after Hours Authorizations, Fraud and Credit calls in a 24/7 365 days a year call centre environment.


Qualifications:

  • Minimum two years of Retail, Credit Consumer or Fraud experience
  • Exceptional verbal communication skills
  • Ability to analyze data from multiple sources and make quality decisions under time pressure
  • Positive, professional, Customeroriented attitude
  • Strong ability in establishing and maintaining a solid network of contacts, both internal and external
  • Ability to produce high quality of work under minimum supervision
  • Demonstrated professionalism and flexibility
  • A team player with ability to explore alternatives and exercise sound judgement when faced with complex customer situations
  • Must be able to provide premium value and service with limited systems availability on evening/night shifts
  • Must be able to work in a 24/7 shift environment which may include working weekends
Qualification


University Degree or College Diploma with Strong communication skills, written and oral in English (Parisien French for bilingual); flexible to work weekends and holiday shifts.

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