American Express Careers

Customer Service Analyst T2-II

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 28 requisition.

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years,
backing them in moments big and small, granting access, tools, and resources to take
on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning
and collaboration, and helping them with what they need to succeed and thrive. We
have their backs as they grow their skills, conquer new challenges, or even take time to
spend with their family or community. And when they’re ready to take on a new career
path, we’re right there with them, giving them the guidance and momentum into the
best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.


  • Prompt Handling Of Credit Balance Refund Requests and payment related requests for US Consumer And Corporate Customers
  • Appropriate Evaluation Of Credit Balance Refund Requests By Analyzing Available Information, And Towards Prevention Of Losses To The Company
  • Necessary Written Correspondence With Customers – Cardmembers And/Or Merchants
  • Extreme Focus On US Policy And Procedure, Compliance, Especially FCBA.
  • Accurate And Complete Documentation Wherever Applicable
  • Business Standards For Quality And Productivity Are Met And/Or Exceeded On A Consistent Basis Routing Cases To Their Proper Industry Or Department If Required.
  • Communicate With Card-Members Via Letters.
  • Process Operates Both On Triumph And Legacy Platforms.



  • Graduate Or Post Graduates In Any Stream.
  • Strong Customer-Focused Orientation. 
  • Excellent Written And Verbal Communication Skills.
  • Ability To Think Within The Framework Of Policies And Procedures And Yet Provide A Customized Solution. 
  • Review Amex Policies And Procedures, Analyzing, Identifying And Researching The Inquiry Within Specified Timeframes. 
  • Good Problem Solving, Typing And Analytical Skills Needed. 
  • Excellent Productivity And Quality Performance Metrics. 
  • Proven Problem-Solving Skills With The Field And/Or Client. Strong Flexibility/ Adaptability To Manage Multiple Tasks Within Stringent Time Frames While Maintaining Accuracy. 
  • Knowledge Of Triumph And Legacy, Familiarity With Imaging, And Green Screens Advantageous.

ReqID: 18019017
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 28, 2018, 2:43:15 AM
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