Analyst - Operations (Exempt)

AMERICAN EXPRESS

1 - 6 years

3 - 8 Lacs

gurugram

Posted:1 week ago| Platform:

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Skills Required

analytical skills career development ms office powerpoint root cause analysis finance reconciliation cmmi wellness customer service service quality

Work Mode

Work from Office

Job Type

Full Time

Job Description

How will you make an impact in this role

The Primary Objective Would Be to Deliver Very High Standards of Customer Service by Handling Customers request such a Payments, Reconciliation, Account Maintenance, Credit Balance Refund, New Card Issuance, Financial Adjustments and Other Queries for Premium and High Value Customers.

Complete All Transactions Agreed with the Customer and Adhere to All Timelines and Deadlines Set
Suggest Process Improvements / Changes to Achieve & Ensure First Contact Resolution
Conduct Root Cause Analysis of Incoming Correspondence to Recommend Changes in Workflows, Procedures, Servicing Levels, Based on Customers Demands to Meet Their Needs & Ensure Exceptional Quality Service Is Given All Times
Handle All Written Customer Enquiries, Maintenance and Non-Se Disputes for Customers in A Timely and Accurate Manner
Ensure Smooth Functioning of CMMI By Meeting Key Performance Indicators & Achieving Laid Down SLAs
Work with Other Operations Departments and Customer Groups to Deliver Quality Service and Support New Product Launches, Promotions Etc.
Contribute Towards Team Goals by Strictly Managing Individual Productivity Targets
Ensure Complete Adherence to Approval Grid for Financial Adjustments by Team and Self

Minimum Qualifications:

Graduate with minimum 1 year of experience
Proficiency in MS Office & Power Point
Prior experience in U.K or Canada market
Experience in handling Payment, Reconciliation, Account maintenance and Credit Bureau queries will be preferred
Good communication skills both written and oral
Strong Analytical skills & attention to detail
High level of Customer sensitivity, commitment & service orientation
High result orientation
Ability to take independent decision & meet stringent deadlines

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