Customer Service Analyst T3-I

In this position you will primarily focus on payment research and allocation of payments that could not be automatically credited to the corresponding card accounts. Ensure daily payments are captured timely and processed in line with our compliance requirements, therefore ensuring a positive customer experience.

This is a business-critical function that involves handling large sums of money.

Responsibilities:

Utilize Amex internal and external platforms to conduct research to identify relevant Customer / Client accounts to be credited

Accurately allocate and process payment credits to card accounts within SLAs

Handle client correspondence via email and re-educate customers on payment behaviours

Support account balancing / reconciliation activities in collaboration with the accounting team (GFO)

Handle payment queries, disputes, and investigations for internal and external customers

Achieve key performance metrics in line with team scorecards

Adhere to the strict compliance regulations and culture, ensuring controls completed daily

Identifying opportunities to improve current working practices to drive process enhancements and increase efficiencies

Escalate any market impacts in a timely manner and keep GPS leadership informed of issues

Develop and maintain strong relations with stakeholders/colleagues across geographies and organizational levels

Required Skills:

The successful candidate needs to be an organized, energetic individual with we'll-developed communication skills.

A high level of numeracy and analytical skills is required

Attention to detail and ability to maintain a high level of accuracy whilst working under pressure is essential

Ability to identify, gather and analyse complex information

High level of customer focus with excellent problem-solving skills

Ability to organize and manage to deadlines, adapting your time to changing priorities in order to meet the needs of the department

Ability to work as part of a team ensuring team goals are achieved

We back our colleagues and their loved ones with benefits and programs that support their holistic we'll-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-we'll-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 we'llness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities