Customer Service Analyst

American Express Company; Gurugram District; Hybrid; INR 500,000 - 800,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Medical insurance

Flexible hybrid work

Parental leave

Wellness centers

Counseling support

Career development

Job summary

American Express invites applications for Global Dispute Services - Fraud. This role supports the US Fraud Back Office team, handling fraud claims with precise analysis for card members and merchants.

The position focuses on reviewing disputes, coordinating with customers and merchants, and meeting KPIs while maintaining a strong risk mindset and service quality. Hybrid work and shift flexibility are required.

Qualifications

• Preferred knowledge on Fraud Procedures.
• Analytical mindset with attention to detail, high degree of accuracy & ability to multitask effectively.
• High level of customer sensitivity, commitment, service orientation & highly result oriented.
• Amex product knowledge desirable.
• Must be able to work all shifts, including non-business hours, overnights, weekends, and holidays.
• Applicant would be required to report to work as per the hybrid work model.

Responsibilities

• Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis
• Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account
• Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks
• Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner
• Making a pro‑active attempt to identify fraudulent charges via inbound and outbound calls
• Analyze complex information and make sound decisions
• Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures
• Meet and endeavor to exceed metrics on transactional quality, compliance regulations, and productivity 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
• Balance customer interests with the interests of American Express
• Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
• Communicates effectively, oral and written, to review and document necessary information

Skills

Fraud procedures knowledge

Analytical mindset

Customer sensitivity

Amex product knowledge

Shift flexibility

Hybrid work model adherence

Job description

Job Description

We’re inviting applications for Global Dispute Services - Fraud. This Job Opportunity aims at enabling talent to be a part of the US Fraud Back Office Team. We cater to all US market Card Members and Merchants wherein the end-to-end journey is complex, and our primary responsibility is to ensure decision accuracy and efficient dispute journey for our customers.

Job Description

We’re inviting applications for Global Dispute Services - Fraud. This Job Opportunity aims at enabling talent to be a part of the US Fraud Back Office Team. We cater to all US market Card Members and Merchants wherein the end-to-end journey is complex, and our primary responsibility is to ensure decision accuracy and efficient dispute journey for our customers.

Responsibilities

• Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis
• Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account
• Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks
• Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner
• Making a pro‑active attempt to identify fraudulent charges via inbound and outbound calls
• Analyze complex information and make sound decisions
• Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures
• Meet and endeavor to exceed metrics on transactional quality, compliance regulations, and productivity 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
• Balance customer interests with the interests of American Express
• Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
• Communicates effectively, oral and written, to review and document necessary information

Qualifications

• Preferred knowledge on Fraud Procedures
• Analytical mindset with attention to detail, high degree of accuracy & ability to multitask effectively
• High level of customer sensitivity, commitment, service orientation & highly result oriented
• Amex product knowledge desirable
• Must be able to work all shifts, including non-business hours, overnights, weekends, and holidays
• Applicant would be required to report to work as per the hybrid work model

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well‑being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About The Team

We back you with benefits that support your holistic well‑being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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 opportunities

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.