Customer Service Analyst T2-II

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.

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 )

• 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.