TCPS Analyst I

American Express; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Support for financial well-being and退休

Comprehensive medical, dental, vision,

Life insurance and disability benefits

Flexible working model (hybrid/onsite/

Parental leave policies

Wellness centers and counseling

Career development and training

Job summary

American Express in Gurugram, India seeks a customer service professional to review requests for prepaid products, decide on paying or declining while ensuring compliance requirements are met. You will support merchants and customers in a 24×7 environment, focusing on accuracy, service quality, and risk mitigation.

The role emphasizes handling claims, refunds, and escalations, with opportunities for growth within a global payments ecosystem. Strong English and Spanish skills are essential.

Qualifications

• Graduate with 0–3 years of experience.
• Proficiency in Spanish Language.
• Work in a 24×7 environment in a customer facing calling profile.
• Ability to work under pressure with strong attention to detail.
• Good oral and written communication skills in English.
• Good listening and decision making skills.
• Ability to handle escalated issues politely while balancing promise fulfilment and risk.

Responsibilities

• Managing inbound customer and seller calls and faxes for prepaid products.
• Handle Claims for lost/Stolen and Unable to Cash Traveller 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 identify fraud connections and risk.
• Manage change to meet/exceed performance targets.

Skills

Spanish language

English communication

Education

Graduate with 0–3 years experience

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.

How will you make an impact in this role?

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 Traveller 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
• Proficiency in Spanish Language
• 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

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.