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 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

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

• 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.