Job Description

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 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. As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day-from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex. How will you make an impact in this role This role involves interacting with internal & external clients (authorized signatory/client managers/ merchants etc) and resolving their inquiries over email/calls. Should have knowledge of KYC. Work on daily inventory towards cases related to merchant services as well as management of mailbox to ensure all requests are actioned in a timely manner Creation of Case on the relevant tools, maintenance of trackers and files for the team Keep a close eye on gaps & recommend solutions to plug them. Consistently manage high volumes of work accurately and efficiently while working under stringent timelines. Monitor the daily suspense volumes and liase with internal & external clients (authorized signatory/client managers/ merchants etc) over emails/calls to reduce the volume Carry out Due Diligence activities to ensure all dues are released to the clients Focus on merchant requirement, productivity, and efficiency to ensure SLA\'s are met Contribute towards team goals by strictly managing individual productivity & quality targets. Take ownership of the email/issue and resolve to customer\'s expectations to deepen relationship and achieve highest level of customer satisfaction Understand, determine, and anticipate customer needs and present solutions as appropriate. Demonstrate strong focus on process improvements. Ensure adherence to and compliance with organization policies and audit controls. Build an excellent rapport with the team & other business groups to ensure smooth day to day operations This role involves interacting with internal & external clients (authorized signatory/client managers/ merchants etc) and resolving their inquiries over email/calls. Should have knowledge of KYC. Work on daily inventory towards cases related to merchant services as well as management of mailbox to ensure all requests are actioned in a timely manner Creation of Case on the relevant tools, maintenance of trackers and files for the team Keep a close eye on gaps & recommend solutions to plug them. Consistently manage high volumes of work accurately and efficiently while working under stringent timelines. Monitor the daily suspense volumes and liase with internal & external clients (authorized signatory/client managers/ merchants etc) over emails/calls to reduce the volume Carry out Due Diligence activities to ensure all dues are released to the clients Focus on merchant requirement, productivity, and efficiency to ensure sla\'s are met Contribute towards team goals by strictly managing individual productivity & quality targets. Take ownership of the email/issue and resolve to customer\'s expectations to deepen relationship and achieve highest level of customer satisfaction Understand, determine, and anticipate customer needs and present solutions as appropriate. Demonstrate strong focus on process improvements. Ensure adherence to and compliance with organization policies and audit controls. Build an excellent rapport with the team & other business groups to ensure smooth day to day operations Minimum Qualifications Graduate/Post-Graduate. Relevant experience an advantage. Excellent oral and written communication skills. Strong interpersonal and coordination skills. Strong and committed customer focus and consistent demonstration of service excellence. Compliance with company policies and procedures. Ability to take independent decision & meet stringent deadlines. Good computer skills. Good command over MS Excel, Access & PowerPoint. Strong focus on results 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.

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