Customer Service Analyst T2-II

You Lead the Way. We ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you ll learn and grow as we help you create a career journey that s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. 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.

In Global Payment Services we are responsible for processing incoming remittance payments from Cardmembers and Corporate Clients, ensuring card accounts are credited accordingly, balances updated and further spend is enabled. Our mission is to process remittance payments quickly, accurately and efficiently. We aim to provide an exceptional customer experience leveraging new capabilities, automation, and digital payment innovation, while delivering top-end operational excellence

As a member of the Payments Operations team, you will report to the Team Leader and be responsible for the day to day-to-day processing of remittances.

How will you make an impact in this role?

In this position you will primarily focus on payment research and allocation of payments that could not be automatically credited to the corresponding card accounts. Ensure daily payments are captured timely and processed in line with our compliance requirements, therefore ensuring a positive customer experience.
This is a business-critical function that involves handling large sums of money.

Responsibilities:

Utilize Amex internal and external platforms to conduct research to identify relevant Customer / Client accounts to be credited
Accurately allocate and process payment credits to card accounts within SLAs
Handle client correspondence via email and re-educate customers on payment behaviours
Support account balancing / reconciliation activities in collaboration with the accounting team (GFO)
Handle payment queries, disputes, and investigations for internal and external customers
Achieve key performance metrics in line with team scorecards
Adhere to the strict compliance regulations and culture, ensuring controls completed daily
Identifying opportunities to improve current working practices to drive process enhancements and increase efficiencies
Escalate any market impacts in a timely manner and keep GPS leadership informed of issues
Develop and maintain strong relations with stakeholders/colleagues across geographies and organizational levels.

Minimum Qualification:

Underg raduates/Graduates
Excellent communication
Minimum 2 years of experience in contact center domain
Proven analytical and problem-solving skills with a strong attention to detail.
Ability to work in a hybrid environment
The successful candidate needs to be an organized, energetic individual with well-developed communication skills.
A high level of numeracy and analytical skills is required
Attention to detail and ability to maintain a high level of accuracy whilst working under pressure is essential
Ability to identify, gather and Analyse complex information
High level of customer focus with excellent problem-solving skills
Ability to organize and manage to deadlines, adapting your time to changing priorities to meet the needs of the department.
Ability to work as part of a team ensuring team goals are achieved
Amex systems knowledge including Globestar, WCR, AXIOM, Microsoft Office (Word, Excel, PowerPoint).

Shift Window: 7 AM to 11 PM

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