TCPS Analyst

AMERICAN EXPRESS; Gurugram District; On-site; INR 360,000 - 480,000; Full time

Job summary

AMERICAN EXPRESS in India is seeking a customer service professional to review and analyze requests related to prepaid products, deciding to pay or decline based on compliance. The TCPS team provides service for prepaid products and travelers cheques in a 24/7, multilingual environment.

Ideal candidates have a graduate degree with 0–3 years of experience, strong English communication, and the ability to handle pressure while maintaining accuracy and customer focus.

Qualifications

• Graduate with 0-3 years of prior experience.
• Work in a 24/7 environment in a customer-facing calling profile.
• Ability to work under pressure in a deadline-driven environment and maintain attention to detail.
• Excellent English communication (oral and written).
• Good listening and decision-making skills.
• Ability to handle escalated issues politely while balancing promise fulfilment and risk.
• Last year performance rating should be Minimum G3/L3.

Responsibilities

• Manage inbound customer and seller calls and faxes for prepaid products (Gift Card, Traveler's Cheques).
• Handle Claims for lost/stolen and unable to cash Traveler's Cheques.
• Handle Escheatment calls and faxes.
• Process Refund Requests, Overspend and Excessive balance cases.
• Multi-task and prioritize to balance regulation, policy, and customer service.
• Respond to customer escalations and conduct root-cause analysis.
• Leverage data to analyze risk, identify fraud connections.
• Manage change to meet or exceed performance targets.

Education

Bachelor's degree

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 247, 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.

• Graduate with 0 - 3 years of Prior Experience
• Work in a 247 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
• Should not be on any form of counselling.
• Last year performance rating should be Minimum G3/L3.

• 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.