Customer Service Analyst

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