Account Protection Specialist (Fraud Back Office)
#4th in Great Place to Work's Best Company To Work For 2025
#10th in Fortune Magazine’s 2025 World’s Most Admired Companies
#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
#Top GBS Employers for the Philippines (2025) by the Everest Group
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 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
How will you make an impact in this role?
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.
Job Description:
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Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis
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Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account
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Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks
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Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner
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Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
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Analyze complex information and make sound decisions
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Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures
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Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals
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Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times
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Balance customer interests with the interests of American Express
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Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
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Communicates effectively, oral and written, to review and document necessary information
Qualifications:
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Graduate (preferred commerce background & no regular MBAs)
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Analytical mindset with attention to detail, high degree of accuracy & ability to multitask effectively
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High level of customer sensitivity, commitment, service orientation & highly result oriented.
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Strong knowledge of MS Office tools & applications will be preferred Amex product knowledge desirable
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Preferred 3 years back office and voice combined experience, must be in fraud back-office role as their current or most recent.
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Good written & spoken communications including conversational ability.
Additional Details:
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Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
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Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
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Work From Home Requirements:
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American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
