Description

We’re inviting applications for Global Dispute Services - Fraud. This Job Chance 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