Customer Service Analyst T3-I

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared 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

We are looking for an individual who is passionate about customers and interested in owning all aspects of customer relationships. In this role, the successful candidate will ensure extraordinary service by promptly and accurately responding to request from Clients, onboarding the merchant accounts on the system, evaluating and analyzing merchant account information and recommending tailored solutions to merchants that add value to their business.

• Supporting the merchant business for EMEA market.

• Providing best in class merchant experience by resolving Financial and Maintenance queries for EMEA - Multicurrency merchants

• Perform maintenance activity of the accounts including financial & ad hoc requests by the merchants.

• Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition, Sitel, SRS, Genesis Agreements etc)

• Ensuring all performance standards are met viz. business targets, First contact resolution, controls and compliance requirements etc.

Minimum Qualifications

• Graduate / post-graduate

Preferred Qualifications

• Strong interpersonal, communication and listening skills

• Good analytical skills with eye for detail.

• Proficient in MS Office Tools Word, PowerPoint and Excel. (able to easily analyze data, skilled at formatting, formulas)

• High level of personal accountability and attention to detail are needed, along with the ability to manage multiple tasks simultaneously

• Out of the box thinking, teamwork, curiosity & adaptability

• Good understanding of merchant business.

• Demonstrated ability to effectively work in strenuous and challenging conditions

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.