American Express

Customer Service Analyst T2-II

Posted On

April 7, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

April 27, 2025

Job Description

Description - External

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.

Customer Fulfillment Network (CFN) team delivers extraordinary back-end customer care services to Card members by providing solutions on Maintenance. Our aim is to deliver the world’s best customer experience every day by resolving Card Members inquiries effectively.

The incumbent will be responsible for processing Card Member Account Maintenance, inquiries of Credit Balance Request, Express Cash, Reconciliation & Remediation and Membership Rewards for US Market. Prompt Handling of customer requests for Consumer Customers within specified timeframes. Appropriate evaluation of Credit Balance Refund requests by analyzing available Information, and towards prevention of losses to the Company

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, do preventive work to avoid future overdue with accounts that have a high exposure.
Provide functional expertise and ongoing support to operations and cross functional initiatives.
Handle maintenance related queries like balance, statement, APR and other maintenance requests with integrity & within specified timeframes.
Respond to all customer queries in a timely and comprehensive manner keeping Customer first ethos.
Deliver to the Colleagues, 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 always given.
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

Minimum Qualifications:

Any Graduate, with minimum 2-3 Years of experience in Back-end Operations.
Strong analytical skills with attention to detail.
Excellent verbal and written communication skills.
Strong problem-solving abilities and a customer-focused mindset.
Ability to work independently and as part of a team.
The American Express competencies that are relevant for this role.
Works well in teams and co-operates across departments.
Shifts & Week-Off's - Rotational 24*7

Preferred Qualifications:

Must be a team player, flexible, adaptable, and dependable; good interpersonal skills are required
Excellent customer service skills are a must, including superior written and verbal communications skills.
Proficient with Microsoft Excel and Word
Good Presentation skills.

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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