American Express Careers

Travel Counselor

Gurgaon, India

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Job Description

This is a Band 28 requisition.



  • Conduct test to ensure Customer Care Professionals and American Express is in compliance with TLS and federal Regulations
  • Utilize NICE call recording systems to manually identify and locate calls for testing.
  • Knowledge/Experience in travel industry will be an added advantage
  • Knowledge of Sabre, Travel GDS will be preferred
  • Conduct test to ensure Customer Service Professionals and American Express is in compliance with government regulations. Tests may include monitoring calls, transactions, and other communications
  • Conduct testing on various business tests designed for Travel and Lifestyle Services Responsible for capturing test results into a system for reporting and review by Travel and Lifestyle Services
  • Participate in test Calibration sessions
  • Provide input and insight to key drivers of errors
  • Support teams procedural monitoring process on assigned market(s) by conducting procedural monitoring within required timeline
  • Collaborate with assigned business partners to address identified gaps.
  • TLS - BST Compliance Monitoring team performs monitoring will focus on the English language markets: US, INDIA, Australia/New Zealand, Hongkong etc. and will primarily support BST monitoring for these region.
This role may be subject to additional background verification checks.


  • Good Knowledge of T&LS business, finance processes and systems is desirable
  • Understanding of compliance and Travel and Lifestyle Services processes/customer service would be preferred
  • Should be flexible to work in 24*7 enviornment
  • Excellent interpersonal and communication skills.
  • Ability to perform in fast paced changing environment.
  • PC proficiency in Microsoft Office-Word, Excel, PowerPoint
  • College Degree / Graduation in any Discipline
  • Minimum G3L3 in last performance cycle.
  • Minimum tenure of 18months in current role as on the date of application deadline
  • Should not be on any form of counseling or action plan.
  • Understanding of basic consumer protection/banking regulations and laws
  • Excellent interpersonal and communication skills.
  • Previous operations/call center experience and experience conducting testing preferred
  • Team Player with positive attitude and flexibility
  • Self-starter with ability to execute with Minimal Direction and strong attention to Detail.

ReqID: 18002921
Schedule (Full-Time/Part-Time): Full-time
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