At a Glance
- Tasks: Join our UK Fraud Identity Protection Team to help minimise fraud and protect customers.
- Company: American Express is a leading global financial services company with a commitment to innovation and inclusivity.
- Benefits: Enjoy competitive salaries, flexible working options, wellness support, and career development opportunities.
- Other info: This role offers a chance to work in a supportive environment with a focus on holistic well-being.
- Why this job: Make a real impact while working in a diverse team that values your voice and ideas.
- Qualifications: Must be adaptable, analytical, and possess excellent communication skills; integrity is key.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
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. As part of Team Amex, you’ll experience this 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.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
Go above and beyond at a company that sets the standard for customer-first service.
The UK Identity Protection Team (IPT) is looking for a highly motivated, engaged Customer Care Professional with a passion for Coaching and enabling peers to reach maximum results to join our diverse team. Part of the Global Fraud Protection network, we are part of a big, multinational team, dotted across Europe and India.As an Account Investigation Specialist, you are our Front-Line Contact and represent the American Express Brand, putting our customers first in all your interactions. You are more than just a friendly voice, you are a problem solver, a relationship builder and a great teammate. The people you work with and the customers you care for, value your passion, accountability, and unique personality as much as we do.
How will you make an impact in this role?
- Minimize fraud loss exposure for Amex through identification of American Express accounts that were acquired through fraudulent applications that are either pre or post approved and American Express Accounts that have been taken over by fraudsters
- Analysis of new applications which could be potentially fraudulent
- Investigation of ‘identity theft’ fraud cases and ensuring protection of genuine new accounts and credit departments
- Inbound and outbound calls to external and internal clients to resolve cases
- Verification of potential fraud transaction
- Ability to deal with highly sensitive information
- Meet deadline and targets defined for the market
- Responsible for ensuring company compliance
Minimum Qualifications:
- Enjoys investigative & analytical work
- Being adaptable with an ability to work through change
- Able to work under pressure
- A teammate with excellent communication and analytical skills
- High level of integrity
- Highly service orientated with good spoken and written skills in English
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- 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
- Generous paid parental leave policies (depending on your location)
- 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
#LI-DNICustomer Care Professional - UK Fraud Identity Protection Team employer: American Express
American Express is an exceptional employer that prioritises the well-being and growth of its employees, offering a supportive work culture that values diversity and inclusion. With comprehensive benefits, including competitive salaries, flexible working arrangements, and extensive career development opportunities, you will thrive in a dynamic environment where your contributions truly matter. Join the UK Fraud Identity Protection Team and be part of a multinational network dedicated to innovation and customer-first service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Professional - UK Fraud Identity Protection Team
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at American Express. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like American Express before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Professional - UK Fraud Identity Protection Team
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to American Express:Your cover letter is your chance to shine! Tell us why you want to work at American Express specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at American Express!
How to prepare for a job interview at American Express
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
