Customer Service Analyst T2-II

American Express Company; Gurugram District; On-site; INR 520,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Bonus incentives

Health insurance

Flexible working model

Parental leave

Mental health support

Career development

Job summary

American Express in Gurgaon is seeking a detail-oriented professional to process new commercial client and card member applications and support end-to-end onboarding for US customers. You will handle inquiries via email and calls, perform due diligence, and ensure compliance with regulatory, fraud, risk, AML standards.

Join a 200+ strong customer care team delivering exceptional service, collaborating across partners, and maintaining high standards of accuracy, accountability, and

Qualifications

• Graduate or postgraduate qualification.
• A proven ability to work independently in a fast-paced, high-volume environment with minimal supervision.
• Strong negotiation and problem-solving skills with internal and external clients.
• Excellent planning and organizational skills.
• Strong written and verbal communication with all management levels.
• Flexible to work any shift during core hours 24/7 (rotational weeks).

Responsibilities

• Process new commercial client and card member applications and support onboarding.
• Service clients and internal stakeholders via emails and calls.
• Perform checks to meet regulatory, fraud, risk, AML and due diligence requirements.
• Collaborate with internal partners to resolve erroneous or incomplete setups.
• Document account information and offer solutions benefiting customer and business.
• Demonstrate ownership, integrity and professionalism in case handling.

Skills

Independent work

Negotiation

Adaptability

Planning & organization

Communication

Shift flexibility

Education

Graduate/Postgraduate

Job description

In Global New Accounts we review and approve the applications for new customers and existing customers. We not only approve the application; however, we provide one touch solution to US Customers. We are a team of 200+customer care professionals delivering extra ordinary customer service since we are the first face of the organization. We work inbound and outbound both.

Responsibilities

Responsible for processing new commercial client and card member applications and supporting the end-to-end onboarding journey.

• Servicing clients and internal stakeholders through emails, inbound and outbound calls.
• Performing appropriate checks against incoming Corporate Applications ensuring that AXP meets its regulatory, fraud, Risk, AML, and due diligence requirements.
• Liaising with internal Business Partners with relation to any erroneous or incomplete set ups received.
• Multitask and efficiently navigate through multiple screens and systems to effectively provide extraordinary customer care.
• Document necessary account information and offer solutions that benefit the customer and our business.
• Demonstrate strong ownership, accountability, integrity, and professionalism in all aspects of case handling.
• Apply analytical judgment to identify potential fraud indicators and red flags during application and document verification.
• Perform comprehensive due diligence, including validation of business information, corporate websites, and supporting documentation to assess legitimacy.
• Ensure strict adherence to established procedures, controls, and US regulatory requirements with 100% compliance.
• Communicate clearly, confidently, and professionally with clients and stakeholders during complex scenarios.
• Proactively manage stakeholder expectations, including anticipating and addressing scenarios that may result in escalations.
• Maintain composure, sound judgment, and ethical decision-making in high-pressure, time-sensitive, and high-visibility situations.
• Demonstrate strong situational awareness and effective de-escalation skills in sensitive service scenarios involving prominent clients.
• Collaborate effectively across teams, exhibiting a growth mindset and consistently operating beyond basic role expectations.

Qualifications

Minimum Qualifications

• Graduate/Postgraduate

Preferred Qualifications

• Demonstrated ability to work independently in a fast paced, structured, high-volume environment with minimal
• supervision
• Proven negotiation/problem solving skills with internal and external clients
• Strong flexibility/adaptability to manage multiple tasks within stringent time frames while maintaining accuracy
• Must possess strong planning and organizational skills
• Demonstrated excellent written/verbal communication skills and ability to communicate and work effectively with all levels of management
• Must be flexible to work any shift during core hours of operations 24/7 ( Rotational Week offs & Shifts )

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.