Customer Service Analyst T3-I

Job Description

At American Express, our culture is built on a 175-year history of innovation,and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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

Role Introduction

We are looking for a colleague 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 requests from merchants, 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.

Key Roles & Responsibilities:

• Supporting the merchant onboarding business for EMEA market- Multicurrency platform.
• Perform Know your Customer (KYC) and Anti-Money Laundering (AML) due diligence and ensure merchant accounts are set up in line with the CHC guidelines for EMEA - MCCY market.
• Providing best in class merchant experience by resolving financial and maintenance queries for EMEA based merchants.
• Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition teams etc.)
• Ensure customers, stakeholder and colleague metrics such as Occupancy, UPH (Unit per Hour) and Quality are met.

Key skillset required:

• Strong interpersonal, communication and listening skills
• Good Analytical Skills with Eye for Details.
• Proficient in MS Office Tools, PowerPoint, and Excel. (able to easily analyze data, skilled at formatting, formulas)
• High levels of personal accountability and attention to detail are needed, along with the ability to manage multiple tasks simultaneously
• Outside rules-based box thinking, teamwork, curiosity & adaptability
• Good understanding of merchant business and USA Tax preferred but not vital.
• Demonstrated ability to effectively work in strenuous and challenging conditions.

Eligibility:

• Graduate / post-graduate.

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.