Customer Service Analyst T3-I

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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?

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

• Supporting the merchant business for EMEA market.
• Providing best in class merchant experience by resolving Financial and Maintenance queries for EMEA - Multicurrency merchants
• Perform maintenance activity of the accounts including financial & ad hoc requests by the merchants.
• Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition, Sitel, SRS, Genesis Agreements etc)
• Ensuring all performance standards are met viz. business targets, First contact resolution, controls and compliance requirements etc.

Minimum Qualifications

• Graduate / post-graduate

Preferred Qualifications

• Strong interpersonal, communication and listening skills
• Good analytical skills with eye for detail.
• Proficient in MS Office Tools; Word, PowerPoint and Excel. (able to easily analyze data, skilled at formatting, formulas)
• High level of personal accountability and attention to detail are needed, along with the ability to manage multiple tasks simultaneously
• Out of the box thinking, teamwork, curiosity & adaptability
• Good understanding of merchant business.
• Demonstrated ability to effectively work in strenuous and challenging conditions

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.