Customer Service Analyst-Gurugram Job in Gurgaon at American Express

American Express is hiring for the role of Customer Service Analyst!

Responsibilities of the Candidate :

• The position is responsible for providing quality and timely completion of requests related merchant fund release. It also includes complete research and reconciliation of merchant accounts.
• This role includes managing inbound as well as outbound calls with an 80/20 calling ratio.
• Requires the handling of requests by partnering with internal teams as well as client managers
• Provide service & support to Merchants, Processors, MS TSC, Banking, SRG/KOAT, Contract Review, Submissions, ESSU, CMS, Acquisition, Network Development, Risk Management, and Welcome Acceptance
• Review, analyze, and process merchant requests from the simple to the complex
• Review, 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
• Strong analytical and collaboration skills
• Excellent written and verbal communication skills
• Demonstrates ability to be self-directed with excellent follow through
• Customer focused with a high level of urgency; role model for delivering Extraordinary Customer Care
• Able to interact professionally with all levels of clients
• Ability to manage multiple tasks simultaneously
• Working knowledge of MS Office products, i.e. Excel, Word, PowerPoint etc.

Requirements :

• Graduates
• Excellent verbal and written communication skills
• Ability to evaluate Merchant information
• High result orientation
• Ability to take independent decision & meet stringent deadlines
• Demonstrated dependability