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Customer Service Analyst

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American Express

9d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Sales & Business Development

AI generated summary

  • You need 2-3 years of experience, a degree, strong communication skills, analytical abilities, customer focus, Amex product knowledge, and the ability to make decisions under pressure.
  • You will contact clients with overdue accounts, respond to queries, ensure compliance, recommend workflow changes, support initiatives, and balance customer interests with company goals.

Requirements

  • Minimum Qualifications
  • 2-3 Years of work experience
  • Preferred Qualifications
  • Graduate
  • Functional Skills/Capabilities:
  • Good communication skills both written and verbal.
  • Analytical mind & attention to detail.
  • High level of Customer sensitivity, commitment & service orientation.
  • Amex product knowledge desirable.
  • High result orientation.
  • Ability to take independent decision & meet stringent deadlines

Responsibilities

  • Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future overdue with accounts that have a high exposure.
  • Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction.
  • Deliver to the Employees, Customer and Shareholder metrics as per goals. Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction.
  • 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 given at all times.
  • Adherence to quality and compliance guidelines.
  • Support any new initiatives in the directorate.
  • Balance customer interests with the interests of American Express.
  • Communicates effectively, oral and written to identify and document necessary information.

FAQs

What is the primary responsibility of a Customer Service Analyst at American Express?

The primary responsibility is to contact clients with overdue accounts to secure settlements, respond to customer queries, and ensure customer satisfaction while adhering to quality and compliance guidelines.

What qualifications are required for this role?

The minimum required qualifications are 2-3 years of work experience and a graduate degree is preferred.

What skills are important for a Customer Service Analyst?

Important skills include good communication (both written and verbal), analytical thinking, attention to detail, high customer sensitivity and service orientation, as well as the ability to make independent decisions and meet stringent deadlines.

Are there benefits offered to employees?

Yes, American Express offers a range of benefits including competitive salaries, bonus incentives, comprehensive medical, dental, and vision insurance, flexible working models, paid parental leave, wellness programs, and career development opportunities.

Is knowledge of Amex products necessary for this role?

While it is not mandatory, knowledge of Amex products is desirable for the position.

How does American Express approach diversity and inclusion in hiring?

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Will I need to undergo any background verification checks for this position?

Yes, the offer of employment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

What kind of initiatives may I support in this role?

In this role, you may support any new initiatives in the directorate aimed at improving customer service and overall operational efficiency.

How important is customer satisfaction in this role?

Customer satisfaction is of utmost importance, and the role involves responding to customer queries in a timely and comprehensive manner to ensure their needs are met effectively.

American Express

Finance
Industry
10,001+
Employees
1850
Founded Year

Mission & Purpose

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.

Culture & Values

  • We Back Our Customers

    Relationships are at the heart of our business. We strive to be essential to our customers by delivering exceptional products, services and experiences every day – and promise to have their backs in everything we do.

  • We Make It Great

    We deliver an unparalleled standard of excellence in everything we do, staying focused on the biggest opportunities to be meaningful to our customers. From our innovative products to our world-class customer service, our customers expect the best—and our teams are proud to deliver it.

  • We Do What’s Right

    Customers choose us because they trust our brand and people. We earn that trust by ensuring everything we do is reliable, consistent, and with the highest level of integrity.

  • We Respect People

    We trust and respect one another for who we are and what we contribute. We are accountable to one another and empower every voice through open, courageous dialogue so others feel heard.

  • We Embrace Diversity

    We see diversity of people and experiences as fuel for the creativity and innovation we need to be and deliver our best.

  • We Stand for Inclusion

    We all have biases. However, we do not tolerate bias that excludes or minimizes anyone – all people belong. We’re committed to ensuring that we have a welcoming and inclusive culture where everyone’s voice matters and where people of all races, ethnicities, genders, gender identities, sexual orientations, ages, religions, disabilities and viewpoints can thrive.

  • We Win As a Team

    We view each other as colleagues—part of the same team, striving to deliver the brand promise to our customers and each other every day. Individual performance is essential and valued, but never at the expense of the team.

  • We Support Our Communities

    We respect our communities and are committed to working together so they can thrive and make a meaningful difference in the world.