Customer Service Analyst T2-II

You Lead the Way. We ve Got Your Back.

At American Express, you ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company s success. Together, we ll win as a team, striving to uphold our company values and powerful backing promise to provide the world s best customer experience every day. And we ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and lets lead the way together.

Function Description:

This role is a part of the Global Payments Services (GPS) team within GSG. GPS is the global owner of payment processes for both Consumers and Corporate Clients. The CPC Reconciliation Team is responsible to payment application for US market and any Payment related reconciliation queries for US market.

Roles and Responsibilities

The successful candidate will be responsible for providing payments related assistance to Program Administrators/Internal teams for corporate payments & handle reconciliation requests for specialized product CPC accounts.

• Responsible for obtaining posting instructions from program administrators and Manager of Account Development for unidentified U. S Corporate card payments via e-mails.
• Responsible for reconciling remittance (payment) related complex issues for Corporate Purchasing Card clients. Collaborate with Account Development Managers & Program administrators to resolve payments issues and reconciliation requests.
• Handle Clients payment inquiries through voice /non voice channels. Analyze, identify and research the inquiry within specified timeframes.
• Handle cases involving Misposts, missing payments, Encoding errors, Balance Transfer errors, Reconciliation of accounts etc.
• Being a central point of contact for our corporate Clients Payment related queries, enabling 1st Contact resolution on enquiries, through both telephone and email communications.
• Based on customer demands, highlight issues through feedback and recommend changes in workflows, procedures, and service levels.
• Ensuring clients are re-educated where necessary regarding to address behavior related to remittance (payment).
• Maintain and build excellent working relationships with our Corporate Clients and GCS partners.
• This role may be subject to additional background verification checks.

Skills / Competencies

• Graduate.
• Extremely high on Teamwork, should have strongly displayed the ability to work effectively within a team environment.
• Strict attention to SLA driven outcomes and high result orientation.
• Understanding of business processes and have a desire to work in the high visibility Regulatory/ Payments space
• Strong interpersonal, communication and listening skills.
• Ability to assess and understand Business requirements while also remaining focused on customer/ colleague experience.
• Excellent analytical skills to perform root cause analysis and the ability to deliver high accuracy with attention to detail.
• We need a driven team player who loves a challenge with a positive attitude and flexibility
• Demonstrated dependability/self-motivating skills.
• Good understanding of the payment journeys in Amex specific to Corporate clients.
• Shift Window: 4:30 PM to 1:00 AM. May change basis business requirements.
• Should be tenured for a minimum of 12 months at Band 28 in the current role as on the date of application deadline.
• Should not be on any performance improvement plan.

Benefits include:

• 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