Client Support Associate

3 weeks ago

India Amex Full time

**Y**ou Lead the Way. We’ve Got Your Back.**

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

A Client Support Associate is responsible for handling esp. Level 1 and Level 2 technical support tickets for existing clients as well as the successful deployment of the various components of Accertify's Interceptas fraud prevention and chargeback management platform. Specific responsibilities include:
1. Provide technical support and build strategies for our clients on Interceptas Fraud, and Chargeback platform.

2. Troubleshooting client issues connecting to our systems. Monitor for system alerts. Contact clients when interruptions in their data feed are occurred.

3. Develop and deploy fraud transaction screening rules and methodologies.

4. Configure Analyst user interface to client's specifications.

5. Develop additional tactics and other procedures to diminish customers' risk.

6. Work closely with clients to identify new features and functionality for Interceptas,

7. Work closely with Accertify Subject Matter Experts to evaluate and identify emerging technologies / fraud trends and adapt new approcahes and features as needed.

8. Develop strong relationship with clients to deliver exceptional service and ensure that expectations are exceeded.

9. Act as a liaison between external clients and internal departments including Account Management, Operations and Development teams.

10. Provide feedback and enhancement ideas to the improvement of the Fraud, and Chargeback platform.

**Preferred Qualifications**

This is a high visibility role and requires excellent communication skills as well as a dynamic and energetic approach to problem solving in order to further a best in class customer experience.
- Prior experience working directly with customers.
- Experience in Interceptas a plus.
- Technical Skills around data manipulation.
- Excellent written and verbal communication skills.
- Knowledge of SQL or XML is a plus.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

- 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
- 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

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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.

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