Customer Service Analyst T2-II

AMERICAN EXPRESS

0 - 7 years

6 - 7 Lacs

gurugram

Posted:-1 days ago| Platform:

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Skills Required

tcp erp inbound customer service operating systems autocad process improvements excel ms office products customer satisfaction ms office outlook outbound writing decision making microsoft windows internet powerpoint email communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Account Protection Specialist is responsible for utilizing fraud management techniques/tools while reviewing existing Consumer and/or Business accounts to identify possible fraudulent activity and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action
The Account Protection Specialist will be responsible for handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express, the customer and external banks
Additional responsibilities include identifying fraud trends and developing continuous process improvements
Minimum Qualification:
Experience working with online deposit fraud
Excellent Customer First Focus = Easy, Recognize, Solve
Ability to conduct a meticulous analysis of each instance of potentially unusual financial activity, using both internal and external databases
Should have the ability to digest and synthesize large amounts of information, financial and otherwise from numerous sources
Ability to effectively communicate American Express concerns while ensuring customers that they are valued
Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with Microsoft Office products
Must possess intuitive and deductive reasoning skills and be comfortable making decisions and recommendations in unclear circumstances
Manage multiple tasks effectively while progressing through work concurrently
Resilient with the desire to continually improve personal performance, customer satisfaction and business brand
Demonstrated patience and ability to solve customer concerns
Ability to navigate in multiple computer systems while interacting with the customer simultaneously
Must be able to effectively listen to the customer, make a connection, acknowledge and empathize when appropriate
Must have strong time management skills and the ability to work under pressure and with limited supervision
Must have excellent written and verbal communication skills

Preferred Qualification:

Ability to use good, sound judgment in decision making
Ability to effectively manage change and remain calm in stressful situations
Self-Motivated and committed to drive results with professional business maturity

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