Customer Service Analyst

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 incumbent will be responsible for processing Card Member Account Maintenance, inquiries for Express Cash, Reconciliation & Remediation, Unclaimed funds, providing the extended support in Merchants for US Market. Prompt Handling of customer maintenance related Requests for Consumer Customers within specified timeframes. Appropriate evaluation of Credit Balance Refund requests by analyzing available Information, and towards prevention of losses to the Company

Responsibilities:

• Provide functional expertise and ongoing support to operations and cross functional initiatives
• Handle maintenance related queries like balance, statement, APR and other maintenance requests with integrity & within specified timeframes.
• Receive US Abandoned Property customer claims via E-mail, Fax.
• Track incoming claims and opening CLIC cases within defined SLA.
• Handle customer’s query through E-mails.
• Ensure all payments are getting issued as per defined SLA.
• Supporting Merchant teams
• Develop and leverage close relationships with business partners to enable successful delivery on operational goals.
• Drive key metrics by making recommendations based on data analyses and implementing strategies.
• Real time management of daily volume and the execution of daily production strategy
• Respond to all customer queries in a timely and comprehensive manner keeping Customer first ethos.
• Deliver to the Colleagues, Customer and Shareholder metrics as per goals.
• Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands, to meet their needs and ensure quality service is always provided.
• Ensure adherence to quality and compliance guidelines.
• Support any new initiatives in the directorate
• Balance customer interests with the interests of American Express.
• Communicate effectively, oral and written to identify and document necessary information.

Minimum Qualifications

• Any Graduate

Preferred Qualifications

• Analytical Skills
• Advance Excel

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.