Customer Service Analyst

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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.


Function Description:
  • Global Servicing Network (GSN) delivers extraordinary customer Care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services.
  • Customer Fulfillment Network (CFN) team delivers extraordinary Customer Care to Card members.
  • Our aim is to deliver the world’s best customer experience every day by resolving Card Members inquiries effectively.

Purpose of the Role:
  • Resolve Card Members requests as per the policies & procedures to infuse confidence in card members to elevate the customer service experience
  • Prompt Handling of Credit Balance Refund Requests for US Consumer and Corporate Customers within specified timeframes.
  • Appropriate evaluation of Credit Balance Refund requests by analyzing available Information, and towards prevention of losses to the Company


  • Provide functional expertise and ongoing support to operations and cross functional initiatives
  • Handle Credit Balance refund requests with integrity & within specified timeframes.
  • Respond to all customer queries in a timely and comprehensive manner keeping Customer first ethos.
  • Deliver to the Employees, Customer and Shareholder metrics as per goals.
  • Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.
  • Ensure adherence to quality and compliance guidelines.
  • Support any new initiatives in the directorate
  • Balance customer interests with the interests of American Express.
  • Communicate effectively, oral and written to identify and document necessary information
  • 24x7 work environment (Saturdays working - applicable per business requirement)



Critical Factors to Success:

Business Outcomes: 
  • Visualize & simplify end to end card member experience
  • Enable & drive process improvement based on analytical data insights
  • Thinks out of the box to enhance card member experience
  • Leverage external best practices for keeping the process relevant

Leadership Outcomes: 
  • Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
  • Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
  • Demonstrate learning agility, make decisions quickly and with the highest level of integrity
  • Lead with a digital mindset and deliver the world’s best customer experiences every day

Past Experience:
  • Minimum of G3 & L3 rating in last year performance appraisal
  • Should not be on any form of counseling at the time of application

Academic Background:
  • Graduate

Functional Skills/Capabilities:
  • End to end process understanding
  • Advanced servicing orientation
  • Ability to understand Omni-channel experience
  • Handling multiple stakeholders & customer sensitivity across
  • Knowledge about American Express products/ credit cards

Technical Skills/Capabilities:
  • Analytics based decision making
  • Attention to detail to identify the relevant available resources to help the customer
  • Digital savvy with a basic understanding of technology & system complexities

Knowledge of Platforms:
  • MS Office suites (Excel, PowerPoint, Word)
  • Servicing platforms such as Triumph & Legacy
  • Case Management tools

Behavioral Skills/Capabilities:
  • Enterprise Leadership Behaviors
  • Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
  • Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
  • Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

ReqID: 19017204
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 17, 2019, 8:05:27 PM