Customer Service Analyst T3-I

Job Description

The Disputes Team is responsible for managing transaction disputes raised by Card Members. The team reviews and analyzes claims to ensure accuracy, compliance with company policies, and regulatory requirements, while also handling complaints received from Card Members and Business Partners through the shared mailbox.

Responsibilities

The Disputes Team manages the transaction disputes raised by the card member for the purchases made.

Review and analyze dispute claims to ensure accuracy and compliance with company policies and regulations.Review and analyze claims to ensure accuracy and compliance with company policies and regulations.Handle complaints from Card members and Business Partners received via shared mailbox.Process claims efficiently and accurately within the designated time frames.Resolve dispute claim issues and discrepancies by conducting thorough investigationsAnalyze and decide on accepting or rejecting a dispute claim received for India consumer & corporate cards Claim processing via automation & manually keeping in mind the business SOP, CHC articles and critical SLA’s Investigation & assessment of High Value cases to ensure no loss to the organization. Actioning & assessment of case setups in accordance with policy & procedure Send communication to card members Identify possible trends/activities and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.Keep pace with the ever-changing world of service industry identify new trends and develop continuous process improvements.Meet and exceed quality goals, compliance regulations and productivity targets.Ensure compliance with Banking rules, Regulations & ProceduresTask to Be Completed Timely and Accurately Ensuring Compliance with Internal and External Policies, Procedures and Local Laws.Works with peers and leadership by communicating trends and sharing ideas and information.

Qualifications

Minimum Qualifications

Strong team player with high level of integrityGraduate or PostgraduatePrior experience in back-office team Multi-skilled across card platforms/products is preferableStrong understanding of CHC NavigationKnowledge of American Express policies & proceduresPassion to drive results demonstrated by self-scoresShould display multitasking skills, strong personal accountability & result oriented attitudeShould possess sound analytical, decision making and problem-solving skills

Preferred Qualifications

Proficiency in MS Office - Excel, PowerPoint and Word preferredChange management ability & self-motivating skillsDemonstrated ability to work effectively within a team environment as well as independently

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.