{"id":1131934,"url":"https://alion.io/job/american-express-fraud-protection-specialist-cantonese-english-rotating-shift","title":"Fraud Protection Specialist-(Cantonese & English)-Rotating Shift","company":{"id":2209,"name":"American Express","domain":"americanexpress.com","url":"https://alion.io/company/american-express","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":100,"open_postings":35,"ghost_share":0,"stale_share":0.029,"repost_share":0.029,"time_to_fill_p50_days":3,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Finance","role_family":"Finance","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"explicit","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1058},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-23T01:55:34Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T04:11:48Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day-from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.\nHow will you make an impact in this role?\nGet ahead in your career by joining our Global Fraud Operations. Our team manages fraud capabilities, strategies, and operations to protect American Express Service Establishments and Card Members from fraud by handling all aspects of the fraud lifecycle, including prevention, detection and recoveries.\nJoin and be associated with one of the world’s most renowned brand!\nYou will handle premium customers based in the Asia Pacific, Europe and North America regions.\n You will interact with premium customers to protect their account from fraud activities, primarily on inbound and outbound calls, whilst proving World Class service.\nMake sound decisions through systematic analysis.\nMeet and perform above and beyond expectations especially on Customer Experience and Efficiency metrics.\nHighlight and recommend changes in workflows, procedures, based on customer demands, to meet their needs and ensure best-in class customer experience at all time.\nYou will be servicing our esteemed Service Establishments and valued Card Members in a diverse number of markets and handle call types from several Lines of Business (Merchant, Credit, Servicing, etc.,) including Fraud.\nProvide premium and personalized services to customer by enabling spend and generating revenue, whilst minimizing Credit and Fraud risk.\nLive by the mantra to Reduce Provision, Enable Spend and Prevent Fraud\n Preferred Qualifications:\nFluent in Cantonese, Mandarin and English with strong customer centric mindset.\nHave International exposure in communicating with native speaker e.g. HK or TW is highly preferred.\nStrong analytical skills to quickly identify and solve any issues on the account\nAbility to recognize our Card Members as individuals and quickly build rapport through empathy and human connection.\nResilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.\nPositive mindset to navigate through change and difficult situations.\nExperience of at least 2 years in directly managing customers and demonstrating a strong customer centric mindset.\nExperience in industries related to hospitality/premium retail/entertainment & advertising/call center preferable.\nMinimum of Diploma qualifications, preferably with tertiary education\nMust be willing on rotating night shift (7-day week, rotating off days)\nHold a high level of integrity.\nCompliance Language\nWe back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:\nCompetitive base salaries\nBonus incentives\nSupport for financial-well-being and retirement\nComprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)\nFlexible working model with hybrid or onsite arrangements depending on role and business need\nGenerous paid parental leave policies (depending on your location)\nFree access to global on-site wellness centers staffed with nurses and doctors (depending on location)\nFree and confidential counseling support through our Healthy Minds program\nCareer development and training opportunities\nOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and 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