Account Protection Customer Care Specialist - German Speaker

Hybrid in Madrid·Added 2 days ago

American Express

32 open roles

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What they offer

Hybrid
Office and home days — the ad has the split.

What they ask for

Have the right to work in Spain
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.
Work in English
English is required, per the ad.
German
The ad asks for German, or counts it in your favour.
Be near Madrid, Spain (Hybrid) for hybrid days
No relocation package mentioned.

The role

Meaningful, rewarding work performed with integrity. Here's just some of what you'll do in this role:

What you'll do

Deliver world-class customer service, offer custom solutions and negotiate a positive outcome for the customer and American Express
Investigate allegations of fraud, counselling fraud victims and possible fraud victims, performing identity restoration duties and victim case management
Identify possible fraudulent activities and minimize the potential loss to American Express by gathering and analysing pertinent data to determine the appropriate course of action
Ensure company compliance as needs in each country, region, and market are different
Appropriately manage highly sensitive customer information maintaining appropriate privacy and protection standards
Meet and exceed quality goals, compliance regulations and productivity targets
Receive and provide coaching to colleagues toward performance improvement

Requirements

What we're looking for

Fluent in German and English
Strong verbal and written communication skills, in a business environment preferred. Such as taking inbound and outbound client calls to resolve cases
Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations.
Ability to deal with stressful situations, whilst also managing your time appropriately
Demonstrate a passion to serve by delivering outstanding service in every interaction with our customers
Analytical and problem-solving skills with strong attention to detail; able to make good, sound judgements in a fast-paced environment as well as multitask and re-prioritize on a regular basis
Strong interpersonal and listening skills; assertive and able to handle difficult conversations, demonstrating empathy, sensitivity, and compassion
Demonstrate coachability; able to listen and share best practices, contributing to a strong culture of feedback
Excellent negotiation, influencing and resourcefulness skills
Navigate multiple systems and digital tools to service our customers
Confidence to work in a virtual environment.

Nice to have

Experience in a customer facing role or a contact center environment

Pay & benefits

Visa & relocation

Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.

About American Express

American Express is a globally integrated payments company offering charge and credit cards, travel-related services, and banking products to consumers and businesses. Founded in 1850, it is one of the world's most recognizable financial services brands, operating in over 130 countries and employing tens of thousands of people worldwide. The company's core business spans card issuance, merchant acquisition, and network services, making it a leader in the global payments industry.

In Spain, American Express has a significant presence, primarily through its offices in Madrid, which serve as a hub for customer service, compliance, and risk management roles supporting both Spanish and international markets. The company is known for its strong corporate culture, emphasis on customer service excellence, and commitment to employee development. For international professionals, American Express in Spain offers opportunities to work in a multicultural environment, often requiring multilingual skills (e.g., French, German, English), and provides a pathway to build a career in a globally recognized financial institution.

Industry: Financial Services
Founded: 1850
Employees: 50,000–100,000
Headquarters: New York, USA
In Spain: Madrid
Website: americanexpress.com

Good to know if you are moving

American Express has a large multilingual customer service and compliance hub in Madrid, with roles requiring French, German, and English, making it a good fit for international candidates.
The company offers a comprehensive relocation package for eligible roles, including visa sponsorship and support for international hires.
American Express is known for its strong corporate culture, with a focus on diversity, inclusion, and employee well-being, and has been consistently ranked as a great place to work.
Working at American Express in Spain provides exposure to global financial operations and the opportunity to work with colleagues across Europe and the world.
The company offers competitive benefits, including health insurance, pension plans, and opportunities for career advancement within its global network.

All open roles at American Express