TCPS Analyst

American Express; Gurugram District; Hybrid; INR 400,000 - 650,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Health and life insurance

Flexible working model

Parental leave

Wellness programs

Career development

Job summary

American Express India is seeking a customer service professional to review merchant and customer requests for prepaid products, deciding to pay or decline after verifying compliance.

The TCPS team provides 24x7 multilingual support, handling inbound calls, refunds, lost/stolen traveler cheques, and escheatment while balancing policy with service standards.

You will multitask in a fast-paced environment, contributing to risk control and consistent customer satisfaction.

Qualifications

• Graduate with 0–3 years of prior experience.
• Ability to work in a 24x7 customer-facing calling profile.
• Attention to detail under pressure and deadline-driven environment.
• Strong oral and written English communication skills.
• Good listening and decision-making skills.

Responsibilities

• Manage inbound customer and seller calls and faxes for prepaid products like Gift Card and Traveler cheques.
• Handle Claims for lost/Stolen and Unable to Cash Travelers Cheques.
• Handle Escheatment calls and faxes.
• Process Refund Requests, Overspend and Excessive balance cases.
• Balance regulation, policy, and customer service expectations; multi-task as needed.
• Respond to escalations and conduct root cause analysis.
• Analyses risk-related data to identify fraud connections.
• Drive change to meet or exceed performance targets.

Skills

Customer service

English fluency

Communication skills

Risk analysis

Education

Bachelor's degree or equivalent

Tools

CRM systems

Data analysis

Job description

Job Description:

The primary objective would be to deliver very high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products and make informed decision to pay or decline the request post determining if all the compliance requirements are met.

Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.

Responsibilities

• Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
• Handle Claims for lost/Stolen and Unable to Cash Travelers Cheques
• Handle Escheatment calls and faxes
• Process Refund Requests, Overspend and Excessive balance cases
• Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.
• Respond to customer escalation and conduct a root cause analysis of the escalation
• Leverage expertise in analyzing risk related data, identifying fraud connections
• Manage change effectively to meet / exceed performance targets

Qualifications

• Graduate with 0 – 3 years of Prior Experience
• Work in a 24*7 work environment in a customer facing calling profile
• Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.
• Good oral and written communication skills in English
• Good listening and decision making skills.
• An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk

At American Express, our culture is built on a 175-year history of innovation,shared valuesand 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.

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.

Requirements: