Customer Service Analyst T2-II

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?

In Global Payment Services we are responsible for processing incoming remittance payments from Cardmembers and Corporate Clients, ensuring card accounts are credited accordingly, balances updated and further spend is enabled. Our mission is to process remittance payments quickly, accurately and efficiently. We aim to provide an exceptional customer experience leveraging new capabilities, automation, and digital payment innovation, while delivering top-end operational excellence

As a member of the Payments Operations team, you will report to the Team Leader and be responsible for the day to day-to-day processing of remittances. 

Shift Timings: 7 AM to 11 PM

Language Requirements: Advanced level of English

 In this position, you will primarily focus on payment research and allocation of payments that could not be automatically credited to the corresponding card accounts. Ensure daily payments are captured timely and processed in line with our compliance requirements, therefore ensuring a positive customer experience.

This is a business-critical function that involves handling large sums of money. 

Responsibilities:

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

•  Utilize Amex internal and external platforms to conduct research to identify relevant Customer / Client accounts to be credited

•  Accurately allocate and process payment credits to card accounts within SLAs 

•  Handle client correspondence via email and re-educate customers on payment behaviors

•  Support account balancing / reconciliation activities in collaboration with the accounting team (GFO)

•  Handle payment queries, disputes, and investigations for internal and external customers

•  Achieve key performance metrics in line with team scorecards

•  Adhere to the strict compliance regulations and culture, ensuring controls completed daily

•  Identifying opportunities to improve current working practices to drive process enhancements and increase efficiencies

•  Escalate any market impacts in a timely manner and keep GPS leadership informed of issues

•  Develop and maintain strong relations with stakeholders/colleagues across geographies and organizational levels

Minimum Qualifications:

•  The successful candidate needs to be an organized, energetic individual with well-developed communication skills. 

•  A high level of numeracy and analytical skills is required

•  Attention to detail and ability to maintain a high level of accuracy whilst working under pressure is essential

•  Ability to identify, gather and analyse complex information

Preferred Qualifications 

•  High level of customer focus with excellent problem-solving skills

•  Ability to organize and manage to deadlines, adapting your time to changing priorities to meet the needs of the department.

•  Ability to work as part of a team ensuring team goals are achieved

•  Amex systems knowledge including Globestar, WCR, AXIOM, Microsoft Office (Word, Excel, PowerPoint)

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.