American Express

Customer Service Analyst

Posted On

March 25, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

May 25, 2025

Job Description

You Lead the Way. We’ve Got Your Back

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Job Description:

The position is responsible for providing quality and timely completion of requests related merchant fund release. It also includes complete research and reconciliation of merchant accounts.
This role includes managing inbound as well as outbound calls with an 80/20 calling ratio.
Requires the handling of requests by partnering with internal teams as well as client managers
Provide service & support to Merchants, Processors, MS TSC, Banking, SRG/KOAT, Contract Review, Submissions, ESSU, CMS, Acquisition, Network Development, Risk Management, and Welcome Acceptance
Review, analyze, and process merchant requests from the simple to the complex
Review, understand, and apply information from business and legal documents, i.e., Articles of Inc., Business license, Guarantee Agreements, IRS documents, AMEX Terms and Conditions, Policies and procedures and PAD Agreements in order to fulfill critical maintenance requests.
Ensure timely execution of cases and following strict deadlines for enhanced merchant experience
Strong analytical and collaboration skills
Excellent written and verbal communication skills
Demonstrates ability to be self-directed with excellent follow through
Customer focused with a high level of urgency; role model for delivering Extraordinary Customer Care
Able to interact professionally with all levels of clients
Ability to manage multiple tasks simultaneously
Working knowledge of MS Office products, i.e. Excel, Word, PowerPoint etc.

Minimum Qualifications:

Graduates
Excellent verbal and written communication skills
Ability to evaluate Merchant information
High result orientation
Ability to take independent decision & meet stringent deadlines
Demonstrated dependability

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

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