Customer Care Professional

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Job Description

You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security and service.
Role Introduction
Key Responsibilities: -
  • Timely and Error Free Processing of Merchant queries and ensuring a speedy resolution
  • Providing best in class merchant experience by resolving Merchant’s Financial and Maintenance queries for UK market.
  • Perform various AML/KYC checks as per latest regulatory/Compliance directives and requirements.
  • Ensuring all performance standards are met viz. business targets, controls and compliance
  • Responding to maintenance requests, analyzing & resolving outstanding issues before the requests are carried out and translating the requests into appropriate computer (Genesis) language.
  • Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition, Sitel, SRS, Genesis Agreements etc). Utilizing business knowledge to manage large strategic maintenance changes whilst maintaining relationship with SRS and Client Managers. This involves discussing and agreeing timeframes with key internal contacts in order to provide win-win solutions. Timely processing of Merchant Invoicing and effectively managing the Client managers and related stakeholders.
  • First contact resolution - understanding written requests from FO and translating into computer language,
  • The timely resolution of issues around the maintenance requests (which can be quite complex) in order to meet SLA and customer expectations
  • Effectively organizing incoming work to meet/exceed the agreed timeframes and SLA for both internal and external customers.
Key Skillset required: -
  • Strong interpersonal, communication and listening skills
  • Good Analytical Skills with Eye for Details.
  • Proficient in Excel Knowledge and effective financial domain.
  • Demonstrated ability to effectively work in strenuous and challenging conditions.
  • Ability to interpret data and effective calculative mindset.
  • Proven problem-solving skills with a strong attention to detail.
  • Demonstrated dependability/self-motivating skills
  • Change Management Ability
  • Demonstrated ability to work effectively within a team environment as well as independently.

Minimum Qualifications

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

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.

ReqID: 21004973
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 5, 2021, 6:24:05 AM