Job Description:

Customer Care Professional Locations Gurgaon, India

Categories Customer Care Categories Operations

Job Description

This is a Band 28 requisition

Why American Express

Theres a difference between having a job and making a difference

American Express has been making a difference in peoples lives for over 160 years,

backing them in moments big and small, granting access, tools, and resources to take

on their biggest challenges and reap the greatest rewards

Weve also made a difference in the lives of our people, providing a culture of learning

and collaboration, and helping them with what they need to succeed and thrive We

have their backs as they grow their skills, conquer new challenges, or even take time to

spend with their family or community And when theyre ready to take on a new career

path, were right there with them, giving them the guidance and momentum into the

best future they envision

Because we believe that the best way to back our customers is to back our people

The powerful backing of American Express

Dont make a difference without it

Dont live life without it

JOB DESCRIPTION

Timely And Error Free Processing of Merchant queries and ensuring a speedy resolution
Providing best in class merchant experience by resolving Merchants Financial and Maintenance queries for UK market
Ensuring all performance standards are met viz business targets, controls and compliance
Responding to maintenance requests, analyzing & resolving outstanding issues before the requests are carried out and translating the requests into appropriate computer (Genesis) language
Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition, Sitel, SRS, Genesis Agreements etc) Utilising 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
Timely processing of Merchant Invoicing and effectively managing the Client managers and related stakeholders
First contact resolution - understanding written requests from FO and translating into computer language,
The timely resolution of issues around the maintenance requests (which can be quite complex) in order to meet SLA and customer expectations
Effectively organising incoming work to meet/exceed the agreed timeframes and SLA for both internal and external customers

Qualifications QUALIFICATION Key Skillset required-
Strong interpersonal, communication and listening skills
Good Analytical Skills with Eye for Details
Proficient in Excel Knowledge and effective financial domain
Demonstrated ability to effectively work in strenuous and challenging conditions
Proven problem solving skills with a strong attention to detail
Demonstrated dependability/self-motivating skills
Change Management Ability
Demonstrated ability to work effectively within a team environment as well as independently
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
High levels of personal accountability and attention to detail are needed, along with the ability to manage multiple tasks simultaneously

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : Accounting/Tax/Company Secretary/Audit
Role : Audit & Risk
Salary : As per Industry Standards
Deadline : 20th Feb 2020

Key Skills:

Company Profile:

Company
American Express Banking Corporationarfix

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