Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Global

Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's general consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

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 analysing pertinent data to determine the appropriate course of action.

The Account Protection

Specialist will be responsible for handling inbound and outbound calls from customers continually throughout designated shifts while maintaining a professional working relationship between American Express and the customer. Deliver world-class customer service,



offer custom solutions and negotiate a positive outcome for the customer and American Express Identify possible fraudulent activities and minimize the potential loss to American Express by gathering and analysing pertinent data to determine the appropriate course of action Meet and exceed quality goals, compliance regulations and productivity targets Receive and provide coaching to colleagues toward performance improvement Fluent in German and English Demonstrate a passion to serve by delivering outstanding service in every interaction with our customers Navigate multiple systems and digital tools to service our customers Confidence to work in a virtual environment.

Experience in a customer facing role or a contact center environment Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.

At American

Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 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

📌 Account Protection Customer Care Specialist - German Speaker (Madrid)
🏢 American Express
📍 Madrid