Customer Service Analyst

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 let's lead the way together.

Job Description

This is a Band 28 requisition.

Job Overview:

About American Express:

American Express is a global services company and the world’s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.

American Express for 9th consecutive year has been voted among India’s top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work “Hall of Fame”. 

At American Express, we serve customers, not transactions. We’re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years. A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers. Come join us and realize your potential.

Key Responsibilities: -

• Supporting the merchant business for EMEA market.
• Providing best in class merchant experience by resolving Financial and Maintenance queries for UK based merchants.
• Perform various AML/KYC checks as per latest regulatory/Compliance directives and requirements.
• Ensuring all performance standards are met viz. business targets, First contact resolution, controls and compliance requirements etc.
• Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition, Sitel, SRS, Genesis Agreements etc).
• Utilizing business knowledge to manage large strategic maintenance changes whilst maintaining relationship with SRS and Client Managers.
• This involves discussing and agreeing timeframes with key internal contacts in order to provide win-win solutions.

Key Skillset required: -

• Strong interpersonal, communication and listening skills
• Good Analytical Skills with Eye for Details.
• Having proficient in Excel Knowledge is an ad-on
• Demonstrated ability to effectively work in strenuous and challenging conditions.
• Proven problem-solving skills with a strong attention to detail.
• Demonstrated ability to work effectively within a team environment as well as independently.

Qualification:-

• Eligibility – Graduate
• The incumbent should be tenured for a minimum of 12 months at Band 28 in the current role as on the date of application deadline.
• The incumbent should not be on level 3 or above PIP at the time of applying.
• The incumbent should have a performance rating of G3L3 or better in the last Annual review.
• Shift Timings: -  Between 10 AM to 10 PM

Job - Operations

Primary Location India - Haryana-Gurgaon

Organization - Glbl Services Group

Schedule Full - time

Job - Band 28

Work Style - Hybrid

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.