Prepaid Product Servicing Specialist
3 days ago
At American Express, we prioritize our customers' and merchants' satisfaction by delivering exceptional service in a 24*7, multi-lingual environment. Our Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures seamless transactions for prepaid products, offering comprehensive support on all queries from phone servicing and back-end operations perspectives.
We are seeking an experienced Prepaid Product Servicing Specialist to join our dynamic team. As a key member, you will be responsible for managing inbound customer and seller calls and faxes for various prepaid products, including Gift Card and Traveler cheques. Your primary goal is to provide prompt and courteous assistance, resolving issues efficiently and ensuring customer satisfaction.
Key Responsibilities:
- Handle inbound customer and seller calls and faxes for prepaid products, providing timely and effective solutions.
- Resolve claims for lost/Stolen and Unable to Cash Traveller Cheques, ensuring swift resolution and minimal inconvenience to customers.
- Process refund requests, overspend, and excessive balance cases with accuracy and attention to detail.
- Candidate should be able to multi-task and prioritize work effectively to meet performance targets.
- Respond to customer escalation and conduct root cause analysis to identify and address underlying issues.
- Leverage expertise in analyzing risk-related data to identify potential fraud connections.
- Manage change proactively to meet or exceed performance targets.
Requirements:
- Graduate with 0-3 years of prior experience in a customer-facing role.
- Able to work in a 24*7 environment, handling high volumes of calls and faxes while maintaining a high level of productivity.
- Strong communication and problem-solving skills, with excellent listening and decision-making abilities.
- Able to handle escalated issues professionally and courteously, achieving a balance between promise fulfillment and risk management.
What We Offer:
- Competitive base salary: $65,000 - $85,000 per year.
- Bonus incentives based on individual and team performance.
- Support for financial well-being and retirement planning.
- Comprehensive medical, dental, vision, life insurance, and disability benefits.
- Flexible working model with hybrid, onsite, or virtual arrangements depending on the role and business need.
- Generous paid parental leave policies.
- Free access to global on-site wellness centers staffed with nurses and doctors.
- Free and confidential counseling support through our Healthy Minds program.
- Opportunities for career development and training.
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