You Lead the Way. We've Got Your BackWith the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let's lead the way together.BU & LOB Description:Customer Fulfillment Network (CFN) team delivers extraordinary back-end customer care services to Card members by providing solutions on Credit Balance Refunds, Reconciliation & Remediation, Maintenance and Membership Rewards. Our aim is to deliver the world's best customer experience every day by resolving Card Members inquiries effectively.Purpose of the Role:The incumbent will be responsible for processing Card Member Account Maintenance, inquiries of Credit Balance Request, Express Cash, Reconciliation & Remediation and Membership Rewards for US Market. Prompt Handling of customer requests for Consumer Customers within specified timeframes. Appropriate evaluation of Credit Balance Refund requests by analyzing available Information, and towards prevention of losses to the CompanyHow will you make an impact in this role?Provide functional expertise and ongoing support to operations and cross functional initiativesHandle maintenance related queries like balance, statement, APR and other maintenance requests with integrity & within specified timeframes.Respond to all customer queries in a timely and comprehensive manner keeping Customer first ethos.Deliver to the Colleagues, Customer and Shareholder metrics as per goals.Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is always given.Ensure adherence to quality and compliance guidelines.Support any new initiatives in the directorateBalance customer interests with the interests of American Express.Communicate effectively, oral and written to identify and document necessary informationMinimum Qualifications:Any Graduate, with minimum 2-3 Years of experience in Back-end Operations.Must be a team player, flexible, adaptable, and dependable; good interpersonal skills are requiredAble to prioritize and work well under pressure, with particular attention to detail.Strong problem-solving skillsCompliant with Company Policies and ProceduresProficient with Microsoft Excel and WordGood Presentation skillsExcellent customer service skills are a must, including superior written and verbal communications skillsPreferred Qualifications:Basic MS OfficeTriumph, CLIC, GSP, IVU, Monocle and Green ScreensWe back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:Competitive base salaries Bonus incentives Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) Free and confidential counseling support through our Healthy Minds program Career development and training opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
