Business Blueprint & Banking - Account Protection Specialist (Phoenix, AZ Hybrid)

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.

The Account Protection Specialist is responsible for utilizing fraud management techniques/tools while reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action. The Account Protection Specialist will be responsible for handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express, the customer and external banks. Additional responsibilities include: identifying fraud trends and developing continuous process improvements. 

Minimum Qualifications

• Experience working with online deposit fraud
• Excellent Customer First Focus = Easy, Recognize, Solve
• Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases
• Should have the ability to digest and synthesize large amounts of information, financial and otherwise from numerous sources
• Ability to effectively communicate American Express concerns while ensuring customers that they are valued
• Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with Microsoft Office products
• Must possess intuitive and deductive reasoning skills and be comfortable making decisions and recommendations in unclear circumstances
• Manage multiple tasks effectively while progressing through work concurrently
• Resilient with the desire to continually improve personal performance, customer satisfaction and business brand
• Demonstrated patience and ability to solve customer concerns
• Ability to navigate in multiple computer systems while interacting with the customer simultaneously
• Must be able to effectively listen to the customer, make a connection, acknowledge and empathize when appropriate
• Must have strong time management skills and the ability to work under pressure and with limited supervision
• Ability to use good, sound judgment in decision making
• Ability to effectively manage change and remain calm in stressful situations
• Self-Motivated and committed to drive results with professional business maturity
• Must have excellent written and verbal communication skills

Department Hours are Monday through Friday 6:55am to 7:30pm MST and Saturday 7:55am to 4:25pm MST.

The ideal candidate must live in the Phoenix, AZ metropolitan area and able to work a hybrid schedule. (3 days a week in office/ 2 days remote)

Salary Range: $20.00 to $24.05 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

 Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.