Customer Service Analyst T2-I

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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.

1. Function Description –

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.
A career in GBS at American Express is rich in experience and offers opportunities to build lasting relationships with our customers. Come join us and realize your potential.

2. Purpose of the Role


Analyze Phone call requests raised by CFN Disputes and check for validity and adherence to Policies and Procedures - Provide feedback using the existing feedback mechanism on all Invalid Phone call requests raised across sites (AESC-I and FIS) - Action all Valid Phone call/ Specialized handling requests by leveraging across departments/functions to see the Card member dispute to a final resolution.

3. Responsibilities

Negotiate if necessary, on cases involving merchants and card members and work closely with both the parties in order to ensure that the issue is resolved amicably.

- In addition, handle the following requests as raised from time to time to drive Customer/ shareholder value:

- Handle multiple times disputes by card members who have been previously dissatisfied with a resolution with American Express.

- Service Recovery to minimize shareholder risk through write offs and case aging.

Liaison across functions on the following:
• CART (Customer Advocacy Research Team) Requests for Disputes

• ECR (Executive Consumer Relations) requests for Disputes and vice versa

• MRT (Merchant Relationship Team) requests for Disputes
• DGT(Disputes gate Team)
- Over and above and Analyst must also :

- Establish trends across sites and identify Learning gaps for request groups.

- Publish regular reports on findings and trends.
- Work closely with the Industry TLs

- Leverage GSLN/ SME/ CX involvement to address knowledge gaps, if any.

Job Description

• Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction.

• 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.

• Adherence to quality and compliance guidelines.

• Support any new initiatives in the directorate.

• Balance customer interests with the interests of American Express.

• Communicates effectively, oral and written to identify and document necessary information This role may be subject to additional background verification checks.

This role may be subject to additional background verification checks.

Shift timings: 06:30 PM- 03:00 AM
Calling profile

4. Critical Factors to Success

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

5. Past Experience

Prior experience in Calling environment
Proved Strong Analytical and decision-making skills

6. Skills/Capabilities across Functional, Technical, Knowledge of Platforms & Behavioral areas

-Strong knowledge of Disputes Handling processes.

- Graduate with minimum 1 year of relevant experience in the Service Industry (Voice and data expertise)

- Thorough knowledge of AXP Customer Service and Credit policies

- Understanding of the applicable Federal regulations (Reg. Z, FCBA, FAIR etc.)

- Strong ability to analyze complex information and make sound decisions

- Must have demonstrated excellent verbal and written communication skills

- Ability to negotiate on calls card members and merchants


Minimum Qualifications


• Graduate 
• Good communication skills both written and oral
• Analytical mind & attention to detail.
• High level of Customer sensitivity, commitment & service orientation.
• Amex product knowledge desirable
• High result orientation.
• Ability to take independent decision & meet stringent deadlines. Language: English
• Graduate Good communication skills both written and oral

ReqID: 20002348
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 19, 2020, 8:07:17 AM