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

Shift Timings – 1930-0400 IST with Sat-Sun Off

• The position is responsible for providing quality and timely completion of requests related merchant fund release. It also includes complete research and reconciliation of merchant accounts, financial ledger and other tools and applications.
• This role includes managing 20% inbound as well as 80% outbound calls.
• Requires the handling of requests received via email channel by partnering with internal teams as well as client managers
• Provide service & support to Merchants, Processors, MS TSC, Banking, Legal Holds, Debit Balance, Contract Review, Submissions, ESSU, CMS, Acquisition, Network Development, Risk Management, and Welcome Acceptance
• Review, analyze, and process merchant requests from the simple to the complex
• Review, understand, and apply information from business and legal documents, i.e., Articles of Inc., Business license, Guarantee Agreements, IRS documents, AMEX Terms and Conditions, Policies and procedures and PAD Agreements in order to fulfill critical maintenance requests.
• Ensure timely execution of cases and following strict deadlines for enhanced merchant experience
• Maintain 100% accuracy of work and meet quality targets
• Strong analytical and collaboration skills
• Excellent written and verbal communication skills
• Demonstrates ability to be self-directed with excellent follow through
• Customer focused with a high level of urgency; role model for delivering Extraordinary Customer Care
• Able to interact professionally with all levels of clients
• Ability to manage multiple tasks simultaneously
• Working knowledge of MS Office products, i.e. Excel, Word, PowerPoint etc.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

Minimum Qualifications :

Graduates

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 :

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.

Skills Required

Reconciliation, Research