At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviours, and an unwavering commitment to back our customers, communities, and colleagues. As part of TeamAmex, 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?

As part of Global Fraud Protection Services, Merchant Fraud Specialists take pride in protecting Merchant Customers and American Express from fraudulent activities and credit risk. The Merchant Fraud Team is responsible to ensure we do business with the right merchants and that they are transacting genuine funds through American Express across Italy market

The role will be to review Merchant submissions against key criteria and using risk experience and analytical skills to ensure the merchant is a legitimate business and to resolve cases either through educating the merchant, or in some cases withholding funds where the merchant has not complied with the Card Acceptance Agreement.

Speaking to merchants on a daily basis and have the ability to deliver world class service while protecting both our company and our merchants from fraudulent activity or suspicious individuals to make the customer experience seamless and to minimize loss for American Express.

Other than our external customers,  works closely with internal teams including Global Security, Anti Money Laundering, Sales, Risk Management, GMS, external Banks. With the importance of collaboration and to work effectively with our partners across the business, you will gain broad and valuable knowledge within the merchant space and the E2E lifecycle of merchant submissions.

As part of our daily work and ad-hoc reviews, we see fraudulent and suspicious activity, which you will be responsible for reviewing and you will have the opportunity to investigate, collaborate and protect American Express through quick decision making to protect the merchants or Card Member’s account from further exposure.

Responsibilities include:

Investigate and resolve submissions in a timely and efficient manner without sacrificing quality or overseeing important detailsWork closely with our multiple colleagues across business lines, maintaining, nurturing, and growing these relationshipsProvide extraordinary Relationship Case to large and small merchants delivering outstanding customer service in every interactionWork as part of a team and collaborate to ensure our team continues to deliver on goals and targetsDeliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American ExpressSupport your colleagues from other European markets Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case managementIdentify possible fraudulent activities and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of actionEnsure company complianceAppropriately manage highly sensitive customer information maintaining appropriate privacy and protection standardsMeet and exceed quality goals, compliance regulations and productivity targetsReceive and provide coaching to colleagues toward performance improvement

Minimum Qualifications:

Fluent in Italian and English, verbally and in writing is a mustGrowth Mindset with a natural drive to find solutions and drive efficienciesResults driven and customer focusedExperience in working and thriving in a fast-paced environmentTeam player and strong collaboratorExperience in working in a risk-based environmentProven ability assess risk with limited information availableKnowledge of Amex systems would be an advantage: SMAC, CSP, CLIC, GNSMedium - High level of Office ExcelRole is based in Italy

 
Employment eligibility to work with American Express in Italy is required as the company will not pursue visa sponsorship for these 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.