Customer Care Professional-T3-I

Job Description

We are looking for a colleague who is passionate about Merchants and interested in owning all aspects of Merchant relationships. In this role, the successful candidate will ensure extraordinary service by promptly and accurately responding to requests from merchants, onboarding the merchant accounts on the system, evaluating and analyzing merchant account information and recommending tailored solutions to merchants that add value to their business.

Responsibilities

The position is responsible for providing quality and timely completion of Merchant requests related to Banking Updates/Maintenance on existing merchant accounts/New Account set-ups, payments research and account reconciliationRequires the handling of outbound and inbound calls to and/or from Financial Institutions, Merchants, and internal customers.Provide service & support to Merchants, Processors, MS TSC, Banking, SRG/KOAT, Contract Review, Submissions, ESSU, CMS, Acquisition, Network Development, Risk Management, and Welcome AcceptanceReview, analyze, and process merchant requests from the simple to the complexReview, understand, and apply information from business and legal documents, i.e., Articles of Inc., Business license,Guarantee Agreements, IRS documents, AMEX Terms and Conditions, Policies and procedures and PAD Agreements in order to fulfill critical maintenance requests.Ensure timely execution of cases and following strict deadlines for enhanced merchant experience as per the SLA definedStrong analytical and collaboration skillsExcellent written and verbal communication skillsDemonstrates ability to be self-directed with excellent follow through and meet efficiency goalsCustomer focused with a high level of urgency; role model for delivering Extraordinary Customer CareAble to interact professionally with all levels of clientsAbility to manage multiple tasks simultaneouslyWorking knowledge of MS Office products, i.e. Excel, Word, PowerPoint etc.This is a night shift: 19:30-04:00

Qualifications

Minimum Qualifications:

Colleague must not be on PIP/Review periodExcellent verbal and written communication skillsAbility to evaluate Merchant and financial informationHigh result orientationAbility to take independent decisions & meet stringent deadlinesDemonstrated dependability

Preferred Qualifications

Graduates

About Us

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.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Competitive base salariesBonus incentivesSupport for financial-well-being and retirementComprehensive 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 needGenerous 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 programCareer 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.