Customer Service Analyst T3-I

American Express - More jobs by this advertiser

        

This is a Band 28 requisition.   Why American Express?  

There’s a difference between having a job and making a difference.

 

American Express has been making a difference in people’s 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.  

We’ve 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 they’re ready to take on a new career

path, we’re 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. Don’t make a difference without it. Don’t live life without it.   JOB DESCRIPTION:                                                        

i.      Function Description

 

At American Express, we serve customers, not transactions. We’re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry.
A career in GBS at American Express is rich in experience and offers opportunities to build lasting relationships with our customers. Come join us and realize your potential

 

                                                             

ii.      Purpose of the Role

 

In Merchant Services, we work on the End to End journey of Merchants with American Express. The incumbent will be responsible to onboard the new Merchant Setups on the relevant tools by adhering to existing Policies and Procedures

 

                                                           

iii.      Responsibilities

 

To set up and maintain merchant accounts in Genesis for the UK market.

• Processing contracts (coordinating and analyzing incoming contracts, highlighting errors and timely following up corrections via email in order to meet service levels with our Business Partners (GMS), retrieving and downloading electronic File Feed, performing strict Anti-money laundry checks, assessing risk to business – AML/Internet Fraud, using language skills. Managing the affiliation of new merchants within the set SLAs.

• Responding to maintenance requests, analyzing & resolving outstanding issues before the requests are carried out and translating the requests into appropriate computer (Genesis) language.

• Analyze Suspense/rejected payables and perform due diligence

• Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition, Sitel, SRS, Genesis Agreements etc). Utilizing 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.

• Carrying out bank changes.

• Is responsible for relationships with key internal contacts (Acquisition, 3rd party acquirers, Client Management Group, Strategic Alliances and Front Offices) service level agreements and quality with minimal supervision.

• Co-coordinating and effectively liaising between the various agencies in Amex (Third parties, End2end, GMS Pricing, Acquiring Markets, GMS Client Managers, Engineering, Technologies, Genesis Agreements).

• 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 organizing incoming work to meet/exceed the agreed timeframes and SLA for both internal and external customers.   

Shift Timings : 12:30 PM – 09:00 PM

 

                                                           

iv.      Critical Factors to Success

 

Set the Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

 

                                                              

v.      Past Experience

 

  • Proved Strong Analytical and decision-making skills

 

                                                            

vi.      Skills/Capabilities across Functional, Technical, Knowledge of Platforms & Behavioral areas

 

  • Graduate. Relevant Experience An Advantage
  • Excellent Oral And Written Communication Skills
  • Strong Interpersonal And Coordination Skills
  • Strong And Committed Customer Focus And Consistent Demonstration Of Service Excellence.
  • Compliance With Company Policies And Procedures.
  • Ability To Take Independent Decision & Meet Stringent Deadlines.
  • Good PC & Excel Skills
  • Flexible
  • Strong Result Focus
  • Grasp for technical information/ analytical thinking
  • Thorough knowledge of Genesis and procedures – SME’s for Merchant department on Genesis hierarchy and functionality
  • Attention to detail, ability to work under pressure and to tight deadlines,
  • Ability to work independently with little supervision and ability/willingness to make decisions that impact the business
  • High relationship skills - influencing/negotiating skills, problem-solving skills, language fluency
  • Customer service skills, written communication skills and training/coaching skills

 


Qualifications
 
  • Graduate. Relevant Experience An Advantage
  • Excellent Oral And Written Communication Skills
  • Strong Interpersonal And Coordination Skills
  • Strong And Committed Customer Focus And Consistent Demonstration Of Service Excellence.
  • Compliance With Company Policies And Procedures.
  • Ability To Take Independent Decision & Meet Stringent Deadlines.
  • Good PC & Excel Skills
  • Flexible
  • Strong Result Focus
  • Grasp for technical information/ analytical thinking
  • Thorough knowledge of Genesis and procedures – SME’s for Merchant department on Genesis hierarchy and functionality
  • Attention to detail, ability to work under pressure and to tight deadlines,
  • Ability to work independently with little supervision and ability/willingness to make decisions that impact the business
  • High relationship skills - influencing/negotiating skills, problem-solving skills, language fluency
  • Customer service skills, written communication skills and training/coaching skills



27 March 2020
Location:
Work type:
Full time
Sector:
Banking and Financial Services
Profession:
Other
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.


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