Description
General 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.
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.

Responsibilities
Meaningful, rewarding work performed with integrity. Here’s just some of what you’ll do in this role:
- Deliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American Express
- Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case management
- 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
- Ensure company compliance as needs in each country, region, and market are different
- Appropriately manage highly sensitive customer information maintaining appropriate privacy and protection standards
- Meet and exceed quality goals, compliance regulations and productivity targets
- Receive

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