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TCPS Analyst

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As a TCPS Analyst at American Express in Gurgaon, Haryana, your role involves managing inbound customer and seller calls, handling claims, processing refund requests, and responding to customer escalations while ensuring compliance and delivering exceptional customer service in a 24*7, multi-lingual environment.

How will you make an impact in this role?

The primary objective would be to deliver very high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products and make informed decision to pay or decline the request post determining if all the compliance requirements are met.

Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.

Responsibilities:

  • Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
  • Handle Claims for lost/Stolen and Unable to Cash Traveller Cheques.
  • Handle Escheatment calls and faxes.
  • Process Refund Requests, Overspend and Excessive balance cases
  • Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.
  • Respond to customer escalation and conduct a root cause analysis of the escalation
  • Leverage expertise in analyzing risk related data, identifying fraud connections
  • Manage change effectively to meet / exceed performance targets

Minimum qualification:

  • Graduate with 0 – 3 years of Prior Experience
  • Work in a 24*7 work environment in a customer facing calling profile
  • Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.
  • Good oral and written communication skills in English
  • Good listening and decision-making skills.
  • An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk
  • Should not be on any form of counselling.
  • Last year performance rating should be Minimum G3/L3.
Set alert for similar jobsTCPS Analyst role in Gurgaon, India
American Express Logo

Company

American Express

Job Posted

8 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 Years

Category

Data & Analytics

Locations

Gurgaon, Haryana, India

Qualification

Bachelor

Applicants

Be an early applicant

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