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AMERICAN EXPRESS
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Customer Service Analyst T2-II

Customer Service Analyst T2-II

AMERICAN EXPRESS

2 - 7 years

4 - 9 Lacs

gurugram

Posted:3 weeks ago| Platform:

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Skills Required

analytical skills automation operational excellence compliance focus reconciliation customer experience research ms office word customer service analyst

Work Mode

Work from Office

Job Type

Full Time

Job Description

How will you make an impact in this role

In Global Payment Services we are responsible for processing incoming remittance payments from Cardmembers and Corporate Clients, ensuring card accounts are credited accordingly, balances updated and further spend is enabled. Our mission is to process remittance payments quickly, accurately and efficiently. We aim to provide an exceptional customer experience leveraging new capabilities, automation, and digital payment innovation, while delivering top-end operational excellence

As a member of the Payments Operations team, you will report to the Team Leader and be responsible for the day to day-to-day processing of remittances.

Shift Timings: 7 AM to 11 PM

Language Requirements: Advanced level of English

In this position, you will primarily focus on payment research and allocation of payments that could not be automatically credited to the corresponding card accounts. Ensure daily payments are captured timely and processed in line with our compliance requirements, therefore ensuring a positive customer experience.

This is a business-critical function that involves handling large sums of money.

Responsibilities:

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

Utilize Amex internal and external platforms to conduct research to identify relevant Customer / Client accounts to be credited

Accurately allocate and process payment credits to card accounts within SLAs

Handle client correspondence via email and re-educate customers on payment behaviors

Support account balancing / reconciliation activities in collaboration with the accounting team (GFO)

Handle payment queries, disputes, and investigations for internal and external customers

Achieve key performance metrics in line with team scorecards

Adhere to the strict compliance regulations and culture, ensuring controls completed daily

Identifying opportunities to improve current working practices to drive process enhancements and increase efficiencies

Escalate any market impacts in a timely manner and keep GPS leadership informed of issues

Develop and maintain strong relations with stakeholders/colleagues across geographies and organizational levels

Minimum Qualifications:

The successful candidate needs to be an organized, energetic individual with well-developed communication skills.

A high level of numeracy and analytical skills is required

Attention to detail and ability to maintain a high level of accuracy whilst working under pressure is essential

Ability to identify, gather and analyse complex information

Preferred Qualifications

High level of customer focus with excellent problem-solving skills

Ability to organize and manage to deadlines, adapting your time to changing priorities to meet the needs of the department.

Ability to work as part of a team ensuring team goals are achieved

Amex systems knowledge including Globestar, WCR, AXIOM, Microsoft Office (Word, Excel, PowerPoint)

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AMERICAN EXPRESS

Financial Services

New York NY

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Customer Service Analyst T2-II