Team Leader Nordics – Global Fraud

Job title:

Team Leader Nordics – Global Fraud

Company

American Express

Job description

Job Description:You Lead the Way. We’ve Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let’s lead the way together.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 charge verification and authorization, for Nordic 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.How you will make an impact in this role?

• Leading a team of Account Protection Specialists providing outstanding service to our customers
• Analyze performance management data, and seeing 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 Swedish and English 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 experience in driving collaboration across business units and markets
• Language: Finnish or other Nordic languages is a plus
• Demonstrated leadership experience in a service center
• Knowledge of Fraud processes, systems and workflows is preferred but not essential

We 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:

• 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.

Expected salary

Location

Stockholm

Job date

Thu, 09 Jan 2025 23:18:09 GMT

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