I recently applied for the Account Protection Specialist (Back Office) role. As someone with nearly 7 years of experience in fraud operations and investigations within the BPO industry, I was confident that my background aligned with a back-office function.
During the process, it was mentioned that the role includes hybrid responsibilities, including calls. I fully understand that business needs evolve. However, I hope that job postings clearly reflect the level of phone-based work expected, especially when labeled as “Back Office.”
Clarity helps applicants better assess fit and ensures alignment on both sides.
No hard feelings — I respect the decision and will continue growing in the fraud and risk field. Just sharing feedback in the spirit of transparency and continuous improvement.
I applied in-person. The process took 1 week. I interviewed at American Express
Interview
I applied for the position online. After a couple of days I can a call from the recruiter. She scheduled me for a phone interview for the following day. The phone interview was mostly about my resume. She also gave me some information about the position just to make sure I know what I have applied for. After that she said she wants to bring me in for an in person interview. The in person interview was a round robin type of interview. There where 4 team leads that were conducting the interview and there was 11 of us total.
Interview questions [1]
Question 1
Sometimes customers call us but they can’t really explain the issue they are having. How do you try to figure out the problem?