Fraud Investigations Manager

About the job

As a member of the Suspect Fraud Team at American Express, you will play a crucial role in protecting and minimizing fraud losses while advocating for the merchant. Your responsibilities will include: - Researching and investigating potentially suspicious fraud claims referred by Fraud Risk - Using a variety of tools to determine validity, identify trends, and suggest process improvements - Engaging in inbound and outbound customer contact to validate claims, educate stakeholders, and deliver messages effectively - Managing a high inventory caseload while meeting performance metrics and handling inquiries professionally - Performing manual reviews on accounts claimed as fraud by card members - Ensuring accurate analysis of claims and making sound decisions to approve or decline through systematic analysis - Meeting and exceeding metrics on transactional quality, compliance regulations, and productivity - Providing feedback on issues and recommending changes in workflows and procedures based on customer demands - Demonstrating a quality-focused approach with strong attention to detail Additionally, qualifications required for this role include: - Demonstrated experience in identifying and reporting new trends - Excellent communication skills for interactions with internal and external customers - Experience working under Federal Regulatory Compliance guidelines with a focus on quality, efficiency, and effectiveness metrics - Strong command of the English language, specifically in terms of functional grammar - A Graduate degree in any educational stream - Experience working with Credit/Charge Card fraud claims Furthermore, the role may involve working US hours, Monday to Friday, with afternoon and evening shifts. You should be self-driven and capable of delivering tasks without direct supervision. American Express offers competitive base salaries, bonus incentives, support for financial well-being and retirement, comprehensive benefits, flexible working arrangements, generous paid parental leave policies, and career development opportunities. The company is an equal opportunity employer that values diversity and inclusion in the workplace. Please note that the offer of employment is subject to the successful completion of a background verification check.

Qualifications

• Graduate degree in any educational stream