Analyst - Portuguese Language Specialist

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Job Description

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. Come join us and realize your potential.

Function Description:
• Professionally receive and respond to sellers’ queries on re-supplies, settlements, encashment assistance, acceptance and any other TC and GTC related matters. Refer sellers promptly and courteously to releva
• Follow up with key linkages and the sellers to collect the funds due to American Express and assist Recon team in resolving the exceptions.
Purpose of the Role:
• Manage inbound customer service calls from American Express Selling Partners and customers for Inventory Control, settlement questions/issues and various other services.
• Interpret risk or fraud data to determine exposure and act to balance service and risk, ensuring appropriate and cost effective decisions and alerting corresponding systems to prevent additional exposure.
• Manage inventory levels at sellers’ end and take appropriate actions to reduce exposure to the company.
• Hold monthly, quarterly calls with Key selling partners in the region to build relationship, continually check for acceptable quality service levels and address concerns.
• Support the Client Management team in various regional projects.

Responsibilities:
• Support and service our GTC customers on all their queries.
• Ensure delivery of quality customer service at all times by achieving appropriate service levels (as per laid out guidelines) at all times and exceed quality standards on a consistent basis.
• Support Six Sigma initiatives in the region.


This role may be subject to additional background verification checks

Critical Factors to Success:
• Good oral and written communications skills necessary to interact with global linkages(both internal & external).
• Good analytical and problem solving skills with close attention to detail.
• Good diversity skills - able to work in a multi-cultural, multi-lingual group.
• Must be able to meet deadlines to provide quality customer service and ensure departmental and business goals are achieved.
• Proficiency in Portuguese is a must
• Should be flexible to do rotational shift:24X7 Hrs

Past Experience:
• Knowledge and proficiency using PC applications Excel, Word, Access and PowerPoint.
• Graduate with minimum 1- 2 years of experience in similar field

Academic Background:
• Graduate with minimum 1- 2 years of experience in similar field
• Familiarity with banking procedures and terminology

Functional Skills/Capabilities:
• Good analytical and problem solving skills with close attention to detail.
• Team player with the ability to collaborate with team members
• Must be focused and self motivated with the ability to work independently in a high volume, fast paced, and dynamic environment.

Technical Skills/Capabilities:
• Proficiency in Portuguese is a must
• Knowledge and proficiency using PC applications Excel, Word, Access and PowerPoint.

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  

Qualifications

Past Experience:
• Knowledge and proficiency using PC applications Excel, Word, Access and PowerPoint.

Academic Background:
• Graduate with minimum 1- 2 years of experience in similar field
• Familiarity with banking procedures and terminology

Functional Skills/Capabilities:
• Good analytical and problem solving skills with close attention to detail.
• Team player with the ability to collaborate with team members
• Must be focused and self motivated with the ability to work independently in a high volume, fast paced, and dynamic environment.

Technical Skills/Capabilities:
• Proficiency in Portuguese is a must
• Knowledge and proficiency using PC applications Excel, Word, Access and PowerPoint.


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: 19020149
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 8, 2020, 10:40:59 AM