Customer Service Analyst

This Customer Service Analyst position at American Express in Gurugram, India, is a hybrid role responsible for managing merchant fund release, bank changes, and account maintenance. The role involves handling both inbound and outbound calls (20% inbound, 80% outbound) and email requests, requiring strong analytical, communication, and collaboration skills to ensure timely and accurate service delivery to various internal and external stakeholders.

Must Have

• Provide quality and timely completion of requests related to merchant fund release, bank change, or maintenance of Merchant Accounts
• Manage 20% inbound and 80% outbound calls
• Handle requests received via email channel by partnering with internal teams and client managers
• Provide service & support to Merchants, Processors, MS TSC, Banking, Legal Holds, Debit Balance, 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
• Ensure timely execution of cases and following strict deadlines
• Maintain 100% accuracy of work and meet quality targets
• Strong analytical and collaboration skills
• Excellent written and verbal communication skills
• Ability to be self-directed with excellent follow through
• Customer focused with a high level of urgency
• Able to interact professionally with all levels of clients
• Ability to manage multiple tasks simultaneously
• Working knowledge of MS Office products (Excel, Word, PowerPoint)
• Be a graduate
• Ability to evaluate Merchant information
• High result orientation
• Ability to take independent decision & meet stringent deadlines
• Demonstrated dependability

Perks & Benefits

• 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

Work Location Options:

Hybrid

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At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

• The position is responsible for providing quality and timely completion of requests related merchant fund release, bank change or maintenance of Merchant Accounts
• This role might include managing 20% inbound as well as 80% outbound calls.
• Requires the handling of requests received via email channel by partnering with internal teams as well as client managers
• Provide service & support to Merchants, Processors, MS TSC, Banking, Legal Holds, Debit Balance, 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
• Maintain 100% accuracy of work and meet quality targets
• 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.

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.

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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.