American Express Senior Customer Service Representative Interview Questions and Answers

Behavioural test like 60 questions.

Q1. About Trade life cycle
Ans. TLC means trade goes from stages like Initiation to reconciliation. Stages are, Trade initiation, execution, capture, affirmation, validation, verification, confirmation, settlement, reconciliation.
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Q2. What is Asset Management?
Ans. 
Asset management refers to the process of managing a company's assets to maximize their value and optimize their use.
• Asset management involves tracking, maintaining, and disposing of assets.

• It includes activities such as inventory management, maintenance scheduling, and financial planning.

• Asset management aims to ensure assets are utilized efficiently and effectively.

• Examples of assets that can be managed include physi...read more
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Topics shared at that moment we have to speak for 2mins

Q1. Tell about yourself
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Q2. Why do you want to work here
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Q1. I got a call in assessment wanted to resolve the credit card issue of the customer where the amout was getting credited automatically.......i resolved the issue by giving the resolution from checking the u...read more
Ans. In assessment they have given the key points ...by checking the points of the previous transmission of the cx .
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Q1. I spoke to HR they asked me about self introduction and gave a topic to talk .what do u know about banking ? And asked me some questions based o credit card
Ans. I gave introduction about myseft about my education and by work experience about my precious job .....and spoke on the topking which was given about banking ....and spoke about credit card on ny Dailey bases
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Q1. Need to speak on any topic, more focus on communication
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Q1. Be confident in your conversation, never give fake experiences they do a thorough background check
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Q1. Tell me something about yourself which is not on your resume?
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Q2. Which metric is important? AHT or CSAT?
Ans. 
CSAT is more important as it directly measures customer satisfaction, while AHT only measures efficiency.
• CSAT directly reflects how satisfied customers are with the service provided

• AHT only measures the efficiency of handling customer inquiries, not the quality of service

• Focusing on CSAT can lead to improved customer loyalty and retention

• AHT can be important for operational efficiency, but should not be prioritized ove
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