American Express Gurugram Hiring Customer Service Analyst | ₹4 LPA

Job Description

This role is for Global Dispute Services - Fraud, part of the US Fraud Back Office Team. The team handles disputes and decisions for US Card Members and Merchants, where the journey is complex and the main goal is accurate decisions and an efficient dispute process.

Key Responsibilities

• Analyze fraud claims accurately and make sound approve or decline decisions through systematic review
• Identify and investigate unauthorized, suspicious fraud claims and high-risk transactions across customer and merchant accounts
• Review fraud disputes by contacting merchants, requesting additional documents and executing merchant chargebacks
• Handle every merchant chargeback dispute request in a timely and accurate manner
• Proactively identify fraudulent charges through inbound and outbound calls
• Analyze complex information and make sound decisions
• Monitor current fraud trends and suggest preventive and corrective measures
• Meet and aim to exceed targets for transaction quality, compliance and productivity
• Share feedback on issues and recommend changes to workflows, procedures and service levels based on customer needs
• Balance customer interests with the interests of American Express
• Respond to all customer queries in a timely and thorough manner
• Communicate clearly, both orally and in writing, to review and document necessary information

About the Company

American Express is built on a 175-year history of innovation, shared values and Leadership Behaviors, and a commitment to back customers, communities and colleagues. The company operates with a strong risk mindset to uphold its promise of trust, security and service.

As part of Team Amex, employees receive comprehensive support for their holistic well-being and many chances to learn new skills, develop as leaders and grow their careers.