Fraud Specialist

In this role, you will be primarily responsible for handling inquiries from card members regarding fraudulent transactions and conducting transaction verification. Your duties will also include obtaining authorization codes from merchants, processing authorization cancellation requests, and verifying customer identity and profile information with merchants to prevent fraudulent transactions.

All tasks must be carried out promptly and accurately in accordance with established operational procedures and security policies, ensuring a clear understanding of each situation.

You will be required to comply with all relevant laws and regulations, including the Installment Sales Act and Personal Information Protection Act, as well as internal policies. This includes the proper handling of confidential information (e.g., strict prohibition of unauthorized removal) and maintaining accurate records of all actions taken.

Success in this position will be measured by your ability to consistently deliver high-quality customer service to reassure customers and maintain trust.

Additionally, your prompt response to fraudulent activity will contribute to minimizing financial losses, and your ability to collaborate effectively with internal teams will be essential.

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 our 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.

■ Fraud Prevention and Investigation

• Handle incoming and outbound calls with card members to verify transactions and conduct initial assessments of suspected fraudulent activity
• Manage customer-reported fraud cases via phone interactions, ensuring accurate and detailed documentation of all case actions
• Guide card members through card suspension and reissuance processes while handling inquiries over the phone

■ General Responsibilities

• Deliver high-quality customer service through effective call handling in line with established manuals, procedures, and policies
• Promote initiatives to enhance customer satisfaction during customer interactions
• Recommend process improvements to drive efficiency and service quality enhancements in call operations

■ Working Conditions

• Working Hours: Shift-based schedule (9:00 AM – 9:00 PM, including weekends and public holidays) 
• Days Off: Two days off per week 
• Work Arrangement: Hybrid (minimum 3 days per week in the office; during training, primarily office-based) 

■ Training

• Training Period: 3 months (including on-the-job training) 
• Ongoing Training: Regular refresher training sessions 

• Experience in a call center or customer service role 
• Advanced communication skills in Japanese 
• Strong commitment to compliance with laws and regulations 
• Business-level proficiency in Japanese 

■ Preferred Qualifications

• Experience in the credit card or payments industry 
• Experience in fraud investigation or chargeback operations 
• English language skills (reading, writing, and speaking)