Bilingual Fraud Contact Center Specialist (2 Days Off | CDMX)

Global Fraud is a critical risk process for American Express, responsible for supporting our customers in their most vulnerable times. The team protects our customers from fraud losses and simultaneously protects our company. The team uses fraud management techniques to review accounts, minimizing potential losses by analysing data and determining the best actions.

• Consistently deliver extraordinary service on inbound and/or outbound customer calls to resolve cases in a fast-paced, structured, customer care environment.

• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement.

• Identify possible fraudulent activities, investigate allegations of fraud, and minimise the potential loss to American Express by gathering and analysing data to determine the appropriate course of action.

• Develop key consulting skills, including maintaining strong relationships with customers through care and empathy, understanding customer needs, handling objections, and providing solutions.

• Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations.

• Maintain a high level of integrity & accountability to work with customer information and meet compliance requirements.

• Bilingual with advance English and Spanish communication skills.

• · Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.

• · Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.

• · Resilience is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.

• · Passion for consultative support, recommending solutions tailored to each Card Member.

• · A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.

• · Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.

• · A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.

• Minimum 1 year customer service or consultative support experience, ideally in a contact center environment.

• · A minimum of 1 year diploma or graduate degree is required.

Additional Requirements:

• Flexibility to work anytime between 6:00 am - 10:00 pm, including weekends
• Flexible working model with mandatory hybrid arrangements, office assistance 3 times a week on a week day

Location: Patriotismo 635, Ciudad de los Deportes, CDMX.