Team Leader Customer Service Fraud Operations German & English Speaker

American Express

  • Madrid
  • Permanente
  • Tiempo completo
  • Hace 10 días
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.Global Fraud aims to minimize fraud while instilling a deep sense of security and confidence in our customers, delivering outstanding customer care.This exciting Team leader role will be responsible for leading a Fraud front office team who provide 24 x 7 charge verification and authorization, for German&Austrian markets Consumer and Commercial customers.The Team leader will be responsible for delivering on key metrics including, speed of resolution, call handling times, abandoned call volumes, business self-testing metrics, complaint volumes and insights, recommend to a friend scores.This role is key to drive world class fraud servicing to our customers through fast fraud alert resolution minimizing fraud losses and driving spend enablement for Cardmembers.Great opportunities don’t come without great responsibilities. Here’s some of what you’ll be doing:
  • Leading a team of Account Protection Specialists providing outstanding service to our customers
  • Analyze performance management data, and identifying opportunities to further drive key metrics at optimal level: speed of resolution, call handling times, customer satisfaction and business self-testing
  • Minimize fraud loss exposure for Amex by ensuring cases are handled according to policy/procedures
  • Ongoing coaching & development of Fraud Specialists including coaching, regular feedback on quality and goal results
  • Maximize team effectiveness and employee engagement
  • Keep close to the customer experience through call listening, data review, complaints to drive action plans to ensure ongoing high customer service level standards.
  • Build and maintain relationships with business partners to ensure customer needs are met
Mininum Qualifications
  • Excellent analytical and communication (both verbal and written) skills
  • Fluency in English and German is required
  • Proven ability to manage complex processes & demands on a day-to-day basis
  • Leadership experience
  • Dynamic & motivated with a high degree of energy
  • Ability to provide strong thought leadership – creative thinking & problem solving
  • Flexibility and great ownership following through to completion
  • Strong team player
  • Ability to deal with sensitive issues/complaints is essential with high integrity
  • Ability to work alone when appropriate and meet deadlines on assigned allocations
  • Ability to adapt to an ever-changing environment and being resilient
  • Must have a ‘can-do attitude’ and curiosity
Preferred Qualifications:
  • Demonstrated leadership experience in a service center
  • Knowledge of Fraud processes, systems and workflows is preferred but not essential
Non-considerations for sponsorship:Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.Considerations for sponsorship:Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.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.

American Express