Japan Fraud Dispute and Chargeback Specialist

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.

How will you make an impact in this role?

As an Account Protection Specialist, the position will be responsible for handling end to end process of fraud Dispute cases for Japan market.

• Review and analyze fraud dispute cases raised by card members.
• Conduct interview or inform the results of investigation to card members when required.
•  Process necessary adjustment when confirmed fraud on card member’s account.
• Process adjustment on confirmed fraud cases routed from prevention team.
• Achieve high productivity and quality of work.
• Required to make sound, fact based decisions. 
• Adhere to Fraud procedure and timeliness to meet customer and business partner SLA
• Understand and comply with all Fraud processes and local regulations
• Work on other fraud related tasks and projects as and when required
• Requirements - Review, Make critical decision whether to write off / chargeback  
• Fraud Customer Service referrals

Qualifications:

• Degree holder in any field
• Self-motivated and able to work under minimum supervision
• Able to perform under pressure to service Card members
• Understanding of card acceptance procedures would be an advantage
• Understanding of Disputes/Chargeback process would be an advantage
• Proven ability to make fact based decisions promptly and maintain accuracy
• Possesses excellence negotiation skills and can gain commitment for action
• Strong Japanese verbal and written skills
• Good command in English would be beneficial
• Experience in risk management or another operational area within a financial services/banking organization would be beneficial,
• Good planning and organizational skills
• Able to prioritize tasks and work with minimal supervision
• High level of integrity
• Exceptional relationship building skills with desire to meet and exceed customer expectations

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 or onsite 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.