TCPS Analyst I

The TCPS Analyst I at American Express delivers high-standard customer service by reviewing and analyzing global merchant and customer requests for prepaid products. This role involves making informed decisions on payments based on compliance, managing inbound calls/faxes, handling claims for lost/stolen traveler cheques, processing refunds, and identifying fraud connections. The analyst must multitask, prioritize, and effectively manage change in a 24/7 customer-facing environment.

Must Have

• Review and analyze requests for prepaid products
• Make informed decisions on payments based on compliance
• Manage inbound customer and seller calls/faxes
• Handle claims for lost/stolen Traveler Cheques
• Process Refund Requests, Overspend, and Excessive balance cases
• Work in a 24/7 customer-facing environment
• Maintain strong attention to detail under pressure
• Good oral and written communication skills in English
• Good listening and decision-making skills
• Ability to handle escalated issues

Good to Have

• Expertise in analyzing risk-related data
• Identifying fraud connections
• Effective change management

Perks & Benefits

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

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.

How will you make an impact in this role?

The primary objective would be to deliver very high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products and make informed decision to pay or decline the request post determining if all the compliance requirements are met.

Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.

Responsibilities:

• Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
• Handle Claims for lost/Stolen and Unable to Cash Traveller Cheques.
• Handle Escheatment calls and faxes.
• Process Refund Requests, Overspend and Excessive balance cases
• Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.
• Respond to customer escalation and conduct a root cause analysis of the escalation
• Leverage expertise in analyzing risk related data, identifying fraud connections
• Manage change effectively to meet / exceed performance targets

Minimum qualification:

• Graduate with 0 – 3 years of Prior Experience
• Work in a 24*7 work environment in a customer facing calling profile
• Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.
• Good oral and written communication skills in English
• Good listening and decision making skills.
• An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk

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.