Account Protection Specialist (Japan) 不正使用防止担当

Responsibilities How will you make an impact in this role?

  • Handle incoming / outbound calls from card members as an Account Protection Specialist to proactively prevent fraud loss with world class services.
  • Meet and perform above and beyond expectations especially on Customer Experience and Efficiency metrics.
  • Handle authorizations calls from merchants and partners to enable spend.
  • Monitoring High Risk Accounts of American Express.
  • Suggestions for risk mitigation for high-risk accounts of cardholders.
  • Investigation and review the degree of risk of the cardholders in order to prevent bad debts.
  • Identify potential risks by analyzing the spending pattern and buying behavior and also by asserting the intention of repayment.
  • Suggestion on the method should be taken by justifying the problem is related to unauthorized use or actual credit problem.
  • Sharing of information and reports in cooperation with overseas bases.
業務内容
  • アカウントプロテクションスペシャリストとしてカード会員との受電/架電対応を行い、世界最高基準のサービスで不正使用による損失を未然に防ぎます。
  • カスタマーエクスペリエンスと効率性の指標において、期待以上の成果を上げる。
  • 加盟店やビジネスパートナーからの承認取得依頼を受け付け、カード利用を促進します。
  • 高いリスクを抱えているとみられるアカウントに対するモニタリングを行います。
  • カード利用におけるリスクを最小限に抑えるための提案を行います。
  • 貸し倒れを防ぐためのリスクを調査、判断します。
  • 海外拠点と協力して情報やレポートを共有します。
Qualifications Minimum Qualifications:
  • Passion and confidence in communicating in Japanese is an essential requirement to be successful in this role as well as active listening.
  • Fluent in Japanese for business as native level.
  • Team player who is able to work in a diverse group with high level of integrity.
  • Able to work independently under minimal supervision.
  • Basic PC skills and familiar with Microsoft office applications.
  • Must be willing to work on rotating shifts (Earliest shift starts at 7am, latest at 1pm.)
  • If the business requirements judge coverage to be essential, you will be assigned to cover the night shift for few days.
  • Service-oriented and able to communicate well with conversational English as a minimum.
  • Degree and above, with at least 3 years’ experience in the relevant field. Diploma, with at least 5 years’ experience in the relevant field. Technical Certificate or equivalent, with at least 7 years’ experience in the relevant field. (For the purpose of EP application)
  • At least 1 year of customer service experience
必要なスキル:
  • 日本語で自信をもって正確なコミュニケーションを取れることが必要不可欠です。
  • ネイティブレベルの堪能な日本語。
  • ホスピタリティがあり、英語でもカード会員、関連部署とビジネスで求められる程度のコミュニケーションができること。
  • 多様性の中で相手に敬意をもって働くことができる、誠意のあるチームプレイヤー。
  • 最小限の指示・監督の中でも自立して働くことができる。
  • 基本的なPCスキルと、Microsoft Officeアプリケーションに精通していること。
  • ローテーションシフトで勤務が可能であること。(最も早いシフトは午前7時に開始し、最も遅いシフトは午後1時に開始します。)
  • 業務上必要不可欠と判断した場合、数日間夜勤のカバーに入る可能性があります。
  • 大卒の場合、関連分野で3年以上の職歴があること。短大・専門卒の場合、関連分野で5年以上の職歴があること。高卒の場合、関連分野で7年以上の職歴があること。(就労ビザ取得要件を満たすため)
  • 最低1年のカスタマーサービス経験があることが望ましい。
This is role is on a hybrid work schedule 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. About Us 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 our 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.

About The Team 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
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