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Customer Care Professional-T3-I

American Express · Banking & Financial Services

  • Gurugram, HR, India
  • On-site
  • Posted today
  • Customer Service & Support

This job has closed

American Express is no longer accepting applications for it. Their other open roles and similar jobs are below.

About the job

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.

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 reconciliation
Requires 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 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 as per the SLA defined
Strong analytical and collaboration skills
Excellent written and verbal communication skills
Demonstrates ability to be self-directed with excellent follow through and meet efficiency goals
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.
This is a night shift: 19:30-04:00

Minimum Qualifications:

Colleague must not be on PIP/Review period
Excellent verbal and written communication skills
Ability to evaluate Merchant and financial information
High result orientation
Ability to take independent decisions & meet stringent deadlines
Demonstrated dependability

Preferred Qualifications:

Graduates