Customer Service Analyst T3-I

2 weeks ago

Gurgaon, Haryana, India American Express Full time ₹ 4,00,000 - ₹ 8,00,000 per year

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?

We are looking for a colleague who is passionate about customers and interested in owning all aspects of customer relationships. In this role, the successful candidate will ensure extraordinary service by promptly and accurately responding to requests from merchants, onboarding the merchant accounts on the system, evaluating and analyzing merchant account information and recommending tailored solutions to merchants that add value to their business.

Key Role & Responsibilities:

  • Supporting the merchant business for EMEA market.

  • Perform Know your Customer (KYC) and Anti-Money Laundering (AML) due diligence and ensure merchant accounts are set up in line with the CHC guidelines for EMEA market.

  • Providing best merchant experience by resolving financial and maintenance queries for EMEA based merchants.

  • Perform analysis and due diligence including merchant outreach for suspense accounts.

  • Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition teams etc.)

  • Ensure customers, stakeholders and colleague metrics such as Occupancy, UPH (Unit per Hour) and Quality are met.

Minimum Qualifications:

  • Graduate / post-graduate.

Preferred Qualifications

  • Strong interpersonal, communication and listening skills

  • Good Analytical Skills with Eye for Details.

  • Proficient in MS Office Tools, PowerPoint, and Excel.  (able to easily analyze data, skilled at formatting, formulas)·       

  • High levels of personal accountability and attention to detail are needed, along with the ability to manage multiple tasks simultaneously

  • Outside rules-based box thinking, teamwork, curiosity & adaptability

  • Good understanding of merchant business and USA Tax preferred but not vital.

  • 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.

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