American Express Careers

Merchant Risk Analyst- Cantonese required

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

Merchant Risk Operations team is responsible for merchant debit balance recovery and providing premium service to American Express merchants located across the JAPA region. Candidates are required to maximize collection on merchant debit balance dues while providing excellent customer service to our valued Australia, New Zealand, Singapore and Hong Kong merchants. The responsibilities under this remit involves all related enquiries, account reconciliation, payment suspension, manual adjustment /debiting and handling clearance of merchant ledgers and the merchant insolvency process.

Roles & responsibilities:
  • Maximize merchant contact to establish right party contacts to drive/maximize collection ratio. Candidate is expected to utilize worldwide policies and procedures and strive to offer excellent customer service as well as providing first contact resolutions to our valued merchant.
  • Investigate held/suspended payments with merchant and other internal department for resolution. - Investigate dispute/chargeback cases and liaise with merchants/other internal department accordance to our standard policy.
  • Investigate and manage queries related to merchant ledger reconciliation.
  • Liaising with various internal departments such as Merchant Services, Dispute Team & GMS Risk partners.
  • This position reports to the GMSRO/GIC Team Leader.
  • Attend team meetings and supports KLGSC employee activities to maintain a positive and effective work environment
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

You will be rewarded with:
  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 8 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:

Best of the best Contact Center of the Year (Gold)
Best In House Contact Center (Gold)
Best Recruitment & Retention Programme (Gold)
Best In-house Inbound Contact Centre Under 100 Seats (Gold)
Best Contact Centre Professional (Gold)
Best Contact Centre Manager (Gold)
Best Contact Centre Telemarketer (Gold)

Join us and you’ll soon see why.


  • Candidate with call centre and/or hospitality background Candidate with experience in any collection/risk/ service industry will be added advantage
  • Experience in servicing ANZ market is valuable
  • Good computer skills/familiarity of computer usage
  • Excellent customer service skills
  • Sound resolution skills
  • Excellent command of English, both verbal & written communication skills.
  • Additional languages such as Mandarin and/or Cantonese would be advantageous
  • Team player with growth mindset and positive thinking
  • Flexible to work on shifts hours as well as weekends & public holidays (when required).
  • For internal candidate a minimum of G2L2 PMP rating required.

ReqID: 18013803
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 11, 2018, 9:07:33 PM