Analyst - Operations (Exempt)

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. As part of Team Amex, you'll experience this 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.

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 Credit Balance Refund, Credit Balance Transfer, Stop and Reissue 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 at All Times
  
• Handle All Written Customer Enquiries, Maintenance and Non-Se Disputes for Customers in A Timely and Accurate Manner
  
• 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 2 years of relevant experience
• Knowledge of company policies, procedures, and standards
  
• Knowledge of AMEX Mainframe application preferred
  
• Good time-management skills
  
• Good Knowledge of Microsoft Tools: Excel & Power Point
  
• High level of Customer sensitivity, commitment & service orientation
  
• Strong Analytical skills & attention to detail
  
• Good communication skills both written and oral
  
• Active listening skills
  

• Proactive Team player & Ability to multitask. 
  
• Strong adaptability 
  
• Able to demonstrate strong customer centric understanding and building strong relationships internally and externally 
  

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities