Customer Service Analyst T2-I

This role involves contacting clients with overdue accounts to secure settlement and performing preventive work to avoid future delinquencies. Key responsibilities include supporting the EMEA merchant business, resolving financial and maintenance queries for UK merchants, conducting AML/KYC checks, and ensuring performance standards are met. The analyst will also liaise with various affiliation channels and utilize business knowledge to manage strategic maintenance changes, fostering win-win solutions with internal contacts.

Must Have

• Contacting clients with overdue accounts to secure settlement
• Performing preventive work to avoid future overdue accounts
• Supporting the merchant business for EMEA market
• Resolving Financial and Maintenance queries for UK based merchants
• Performing AML/KYC checks as per regulatory/Compliance directives
• Ensuring all performance standards are met (business targets, First contact resolution, controls, compliance)
• Liaising with various affiliation channels
• Utilizing business knowledge to manage large strategic maintenance changes

Good to Have

• Strong interpersonal, communication and listening skills
• Good Analytical Skills with Eye for Details
• Proficient in Excel Knowledge
• Demonstrated ability to effectively work in strenuous and challenging conditions
• Proven problem-solving skills with a strong attention to detail
• Demonstrated ability to work effectively within a team environment as well as independently

Work Location Options:

Hybrid

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?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future overdue with accounts that have a high exposure.

Key Responsibilities: -

• · Supporting the merchant business for EMEA market.
• · Providing best in class merchant experience by resolving Financial and Maintenance queries for UK based merchants.
• · Perform various AML/KYC checks as per latest regulatory/Compliance directives and requirements.
• · Ensuring all performance standards are met viz. business targets, First contact resolution, controls and compliance requirements etc.
• · Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition, Sitel, SRS, Genesis Agreements etc.).
• · Utilizing business knowledge to manage large strategic maintenance changes whilst maintaining relationships with SRS and Client Managers. This involves discussing and agreeing timeframes with key internal contacts to provide win-win solutions.

Minimum Qualifications

• · Eligibility – Graduate

Preferred Qualifications

• · Strong interpersonal, communication and listening skills
• · Good Analytical Skills with Eye for Details.
• · Having proficient in Excel Knowledge is an ad-on
• · Demonstrated ability to effectively work in strenuous and challenging conditions
• · Proven problem-solving skills with a strong attention to detail.
• · Demonstrated ability to work effectively within a team environment as well as independently.

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.