American Express Careers

Call Monitoring Analyst

Mumbai, India
Customer Care Operations

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Job Description

American Express is a global services company and the world’s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.
American Express for 9th consecutive year has been voted among India’s top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work “Hall of Fame”.
At American Express, we serve customers, not transactions. We’re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years.
A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers.
Come join us and realize your potential.
Purpose of the Role:
The Call Monitoring Analyst will be part of the Global Collections 4th Party Audit team and will assist in monitoring 4th party Legal Collections partners in the US market with adherence to collection guidelines and principles related to AXP requirements/policies and US regulatory statutes. The candidate will be responsible to conduct phone monitoring tests of collection calls performed by American Express’ fourth party legal collection agencies. The candidate will be required to document compliance with the calls that are reviewed and present a finished report of the findings.

The phone monitoring job is charged with ensuring all potential risk related to 4th party legal collections calls in the US market is minimized. Part of reducing that risk is providing additional monitoring oversight during quarters where firms are not being audited to ensure 4th any potential risks or gaps are identified and remediated.

Job Capsule Needed.
ReqID: 19010789
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 10, 2019, 8:17:00 AM
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