Description

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 productive dispute journey for our customers.

Responsibilities

- 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

Qualifications

- 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

📌 Customer Service Analyst (Gurugram)
🏢 American Express
📍 Gurugram