Card Member Maintenance Inquiry Analyst

American Express; Kuala Lumpur; Hybrid; MYR 40,000 - 60,000; Full time

Job summary

A leading financial services company in Kuala Lumpur is seeking a motivated customer service representative to manage overdue accounts and enhance client relationships. The role requires excellent communication skills and the ability to thrive in a fast-paced environment. Ideal candidates will have relevant experience and a commitment to exceptional service. This position offers competitive benefits and flexible working conditions.

Benefits

Competitive base salary

Bonus incentives

Flexible working model

Paid parental leave

Access to wellness centers

Counseling support

Career development opportunities

Qualifications

• Strong customer service orientation with commitment to excellence.
• Ability to manage priorities in a demanding environment.
• Fluency in English, with Cantonese/Mandarin as an advantage.

Responsibilities

• Contact clients with overdue accounts to secure settlement.
• Update account information and respond to cardmember requests.
• Resolve customer inquiries and maintain strong relationships.

Skills

Excellent written and verbal communication

Strong organizational skills

Problem solving

Interpersonal skills

Ability to work under pressure

Self-motivated work ethic

Education

Degree holder preferred

Minimum of 1 year relevant experience

Job description

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

• Updating cardmember account information.

• Replying by written correspondence in English or Chinese to cardmember requests.

• Review, analyze, and process account maintenance requests from cardmembers or other internal stakeholders.

• Turn each and every correspondence into a relationship-building experience.

• Maintain subject matter expertise and knowledge by proactively engaging in production service delivery

• Maintain flexibility in accordance with business requirements, specifically shift support/working hours.

• Resolving the customer enquiries end to end with an innovative and creative approach

• Handling a wide range of general and sometimes complex inquiries and problems including account balance, disputes, Membership Rewards, interest calculations

• Understand, determine and anticipate customer needs and present solutions as appropriate.

• Support changes that will be implemented out of business needs, adjustments to company policies, process.

• Team player with a desire to meet and exceed expectations.

Minimum Qualifications:

• Degree holder preferred or a minimum of 1-year relevant experience

• Excellent written and verbal communication, listening and probing skills

• Self-sufficient and self-motivated work ethic,

• Strong organizational skills and ability to work as part of a team to achieve goals

• Proven experience with negotiating/problem solving

• Ability to work within a busy and demanding team environment

• Strong interpersonal and networking skills

• Commitment to the highest level of customer service.

• Analytical and problem-solving skills

• Ability to identify and act on issues which may impact this customer experience

• Ability to manage own priorities

• Ability to maintain composure under pressure in a demanding environment

• Required languages – English. Cantonese / Mandarin will be an advantage

• Delivers to our customers and shareholders

• Works well in teams and co-operates across departments

• Builds and leverages relationships

Preferred Qualifications:

• Quick learner

• Master in keyboard typing

• Sensitive in details / data

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
• Flexible working model with hybrid or onsite 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.