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AMERICAN EXPRESS
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TCPS Analyst I (Mandrin Language)

TCPS Analyst I (Mandrin Language)

AMERICAN EXPRESS

0 - 3 years

2 - 6 Lacs

Gurugram

Posted:1 week ago| Platform:

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Skills Required

Training Career development Root cause analysis Claims Finance Backend operations Customer service Management Counselling

Work Mode

Work from Office

Job Type

Full Time

Job Description

The primary objective would be to deliver very high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products and make informed decision to pay or decline the request post determining if all the compliance requirements are met.

Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.

Responsibilities:

Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
Handle Claims for lost/Stolen and Unable to Cash Traveller Cheques.
Handle Escheatment calls and faxes.
Process Refund Requests, Overspend and Excessive balance cases
Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.
Respond to customer escalation and conduct a root cause analysis of the escalation
Leverage expertise in analyzing risk related data, identifying fraud connections
Manage change effectively to meet / exceed performance targets

Minimum qualification :

Graduate with 0 3 years of Prior Experience
Proficiency in Mandarin language
Work in a 24*7 work environment in a customer facing calling profile
Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.
Good oral and written communication skills in English
Good listening and decision making skills.
An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk
Should not be on any form of counselling.

We back you with benefits that support your holistic we'll-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as we'll as providing the flexibility you need to thrive personally and professionally:

Competitive base salaries
Bonus incentives
Support for financial-we'll-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 we'llness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

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TCPS Analyst I (Mandrin Language)