Customer Service Analyst T1-I

American Express; Gurugram District; On-site; INR 420,000 - 600,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision,

Flexible working model with hybrid/ons

Generous paid parental leave

Job summary

American Express is seeking a Banking Back Office Associate in Gurgaon. You will review and validate legal and maintenance requests, perform account research, and execute maintenance actions with accuracy.

The role requires attention to detail and adherence to internal policies, laws and regulatory requirements. You will collaborate with cross-functional teams to identify process improvements and ensure timely, compliant, and customer-focused support while maintaining high quality and risk

Qualifications

• Graduates in any stream with 1-5 years of work experience.
• Strong written and oral communication skills.
• Sense of urgency and ability to meet deadlines.
• Proficient in MS Office Suite.
• Independent worker who can also function in a team.
• Meticulous with attention to detail and problem solving.
• Able to learn quickly across multiple databases and platforms.

Responsibilities

• Review and validate legal and maintenance requests.
• Conduct account research and perform maintenance actions with high accuracy.
• Retrieve documents and prepare responses to legal orders or maintenance requests.
• Ensure compliance with applicable laws, regulatory requirements and Amex procedures.
• Collaborate with cross-functional teams and identify process improvement opportunities.
• Deliver timely, compliant and customer-focused operational support.

Skills

Communication skills

MS Office

Attention to detail

Problem solving

Team player

Education

Any degree

Tools

MS Office Suite

Job description

Job Description

The Banking Back Office team, as part of Global Servicing Operations, is responsible for supporting critical account maintenance and legal operations while ensuring compliance with applicable regulatory requirements and internal policies. This team manages legal and maintenance requests by accurately assessing customer account information, processing account updates, and responding to legal orders in accordance with established procedures and service level commitments.

As a Banking Back Office Associate, you will be responsible for reviewing and validating legal and maintenance requests, conducting account research, and performing maintenance activities with a high degree of accuracy and attention to detail. You will retrieve relevant documentation, send appropriate response to legal and Maintenance requests, and ensure all actions comply with applicable laws, regulatory requirements, and American Express policies. The role also involves collaborating with cross-functional teams, identifying process improvement opportunities, and consistently delivering timely, compliant, and customer-focused operational support while maintaining the highest standards of quality and risk management.

Responsibilities

• Open legal and Maintenance case in case management system and action as per defined SOP.
• Assess the validity of the legal & Maintenance request in accordance with Amex procedures
• Evaluate legal requests, research customer accounts, and perform maintenance action as per process defined guidelines
• Retrieve documents and/or prepare responses to legal orders or Maintenance request in accordance with applicable laws and Amex procedures
• Support all aspects of the work performed by our team related to our legal order processing functions and Maintenance work as per the process guidelines
• Comply in all aspects with US and other applicable country laws and Amex procedures
• Identify gaps in processes and suggest for improvement plan where applicable.
• Task to Be Completed Timely and Accurately Ensuring Compliance with Internal and External Policies, Procedures and US Local Laws.
• Works well in teams and co-operates across departments.
• Builds and leverages relationships.

Qualifications

Minimum Qualifications

• Graduates in any stream with 1-5 years of work experience
• Strong written and oral communication skills
• Sense of urgency, ability to discern critical matters and to meet deadlines
• Strong computer skills with proficiency in MS Office Suite
• Able to work independently and as a team player
• Meticulous with attention to detail, able to analyze and problem solve
• Able to quickly train on, navigate, and extract information from a variety of databases and information platforms
• Able to work productively in a fast-paced environment with shifting priorities
• Excellent organization and time management skills
• Able to maintain confidentiality of sensitive information

Preferred Qualifications

• Prior banking Experience will be a plus

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.