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American Express Fraud Investigation Analyst - Suspect Fraud in Phoenix, Arizona


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 company values 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.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

The Fraud Investigation Analyst for our Suspect Fraud Team. As a member of the Suspect Fraud Team, you will research and investigate potentially suspicious fraud claims referred by Fraud Risk for additional investigation. A successful candidate will aide in protecting and minimizing fraud losses as well as being an advocate for the merchant by using a variety of tools to determine validity, various trends, and/or process improvements.

This position involves inbound and outbound customer contact with both the card member and service establishment to validate the claim, educate, inform and deliver a sometimes difficult message while diffusing situations. The successful candidate will be accountable to successfully manage a high inventory caseload, meet performance metrics while ensuring inquiries and transactions are handled professionally, in accordance with company policies, regulatory requirements and service level agreements.

Minimum Qualifications

  • High School diploma or 1 year of work experience

  • Experience working under Federal Regulatory Compliance guidelines with accountability for quality, efficiency and effectiveness metrics

  • Must be able to work full time Monday- Friday between the hours of 6am- 4:30pm

  • Experience working with Credit/Charge Card fraud claims

  • Strong analytical skills and demonstrated ability to effectively balance research vs. efficiency and adjusting work effort based on priorities ( adapt to change)

  • Ability to manage and prioritize large caseload on a daily basis

  • Demonstrated experience with ability to identify and report new trends

  • Demonstrated personal accountability via self-motivation, initiative, driving results

  • Ability to work independently and maintain confidential information

  • Excellent communication skills with both internal and external customers via phone and written correspondence

  • Demonstrated ability to deliver a difficult message with minimal escalations

  • Commitment to fostering a positive work environment and teamwork; able to give and receive feedback to colleagues


Salary Range: $20.00 to $28.85 hourly bonus benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Job: Operations

Primary Location: US-Arizona-Phoenix

Other Locations: United States

Schedule Full-time

Req ID: 23002740