TCPS Analyst at American Express (Gurugram) | ₹5L-8L

Job Description

The primary objective is to deliver a very high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products, and making informed decisions to pay or decline the request after determining if all compliance requirements are met.

The Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products, providing support on all queries from a phone servicing and back-end operations perspective.

Key Responsibilities

• Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
• Handle Claims for lost/Stolen and Unable to Cash Travelers Cheques.
• Handle Escheatment calls and faxes.
• Process Refund Requests, Overspend and Excessive balance cases.
• Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.
• Respond to customer escalation and conduct a root cause analysis of the escalation.
• Leverage expertise in analyzing risk related data, identifying fraud connections.
• Manage change effectively to meet / exceed performance targets.

Qualifications

• Graduate with 0 – 3 years of Prior Experience.
• Work in a 24*7 work environment in a customer facing calling profile.
• Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.
• Good oral and written communication skills in English.
• Good listening and decision making skills.
• An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk.

About the Company

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.