American Express Hiring TCPS Analyst I (Gurugram) | Graduates 0-3 Yrs

About the Role

How will you make an impact in this role?

The main goal of this role is to deliver a very high standard of customer service by reviewing and analyzing requests from merchants and customers worldwide for prepaid products. You will decide whether to pay or decline each request after confirming that all compliance requirements are met.

The Travelers Cheques & Prepaid Servicing (TCPS) operations team provides outstanding service to customers and merchants in a 24x7, multi-lingual environment. The team handles servicing and operations for prepaid products, supporting all queries from both a phone servicing and back-end operations perspective.

Key Responsibilities

• Manage inbound calls and faxes from customers and sellers about prepaid products such as Gift Cards and Traveler Cheques.
• Handle claims for lost, stolen and unable-to-cash Traveler Cheques.
• Handle escheatment calls and faxes.
• Process refund requests, overspend and excess balance cases.
• Multi-task and prioritize work to balance regulation, policy and customer service experience.
• Respond to customer escalations and conduct root cause analysis of each escalation.
• Apply expertise in analyzing risk-related data and identifying fraud connections.
• Manage change effectively to meet or exceed performance targets.

Qualifications

• Graduate with 0 to 3 years of prior experience.
• Proficiency in French language.
• Ability to work in a 24x7 environment in a customer-facing calling role.
• Ability to work under pressure in a deadline-driven environment while keeping strong attention to detail.
• Good oral and written communication skills in English.
• Good listening and decision-making skills.
• Ability to handle escalated issues politely and courteously, balancing promise fulfilment and risk.
• Must not be on any form of counselling.

About American Express

American Express has built its culture on a 175-year history of innovation, shared values and Leadership Behaviors, and a firm commitment to back its customers, communities and colleagues. The company delivers differentiated products and world-class customer service, operating with a strong risk mindset to uphold its brand promise of trust, security and service.

As part of Team Amex, employees get comprehensive support for their holistic well-being and many opportunities to learn new skills, develop as leaders and grow their careers. Every voice and idea matters, and the work makes an impact on the future of American Express.