Account Protection Specialist

Account Protection Specialist


#4th in Great Place to Work's Best Company To Work For 2025
#10th in Fortune Magazine’s 2025 World’s Most Admired Companies
#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
#Top GBS Employers for the Philippines (2025) by the Everest Group



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 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?


This position is responsible for providing excellent service to our valued U.S. card members whose accounts have potential fraud activity.


  • Answer inbound calls from Card members and set up/action fraud cases on calls
  • Resolve fraud concerns related to real-time and post-call VoiceID alerts
  • Manage existing voiceprint performance and support VoiceID related escalations
  • Identify fraudster voices and build watchlist
  • Review account flags with Card members. Upon review, a decision needs to be made to either resolve as valid or fraud. Subsequently, necessary maintenance to the account is required, to send appropriate correspondence and make financial adjustments to either party and notate the account.
  • Service transaction level credit and fraud related inbound calls from merchants and card members
  • Detect and minimize credit and fraud risk whilst enabling profitable spend at the same time
  • Real time, transaction level credit and fraud risk assessments
  • Point of Sale (POS) approval
  • Charge reversals

  • Resolve cases within the assigned empowerment limit


A successful Voice ID Specialist is one who:


  • Has a proven ability to provide exceptional customer service to our card members/merchants, by demonstrating empathy, building rapport, active listening and showing understanding.
  • Utilize their knowledge of products and service to provide positive solutions.
  • Excellent analytical skills and ability to make accurate decisions.
  • Communicates in a professional manner, leading the conversations with the card members/merchants towards a mutually beneficial outcome.
  • Drives results, gains personal satisfaction from achieving quality outcomes for the organization.
  • Can provide quality service within specified department targets.
  • Excellent communication and customer service skills.
  • Good time management and prioritizing of tasks.
  • Ability to work within a busy and demanding team environment.

Additional Details:


  • Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig


  • Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)


  • Work From Home Requirements:


    • Must have at least 25 MBPS internet connection plan / speed


    • Must have a private & quiet area to work at home


  • American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives



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:


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