Customer Service Analyst
AMERICAN EXPRESS · Gurugram · onsite · Posted 1d ago
Undisclosed0–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
We re inviting applications for Global Dispute Services - Fraud. This Job Opportunity aims at enabling talent to be a part of the US Fraud Back Office Team. We cater to all US market Card Members and Merchants wherein the end-to-end journey is complex, and our primary responsibility is to ensure decision accuracy and efficient dispute journey for our customers.
- Should not be on any form PIP in the last 90 days
- Preferred knowledge on Fraud Procedures
- Analytical mindset with attention to detail, high degree of accuracy ability to multitask effectively
- High level of customer sensitivity, commitment, service orientation highly result oriented
- Amex product knowledge desirable
- Must be able to work all shifts, including non-business hours, overnights, weekends, and holidays
- Applicant would be required to report to work as per the hybrid work model
- Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis
- Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account
- Review fraud disputes through merchant contact requesting additional documentation and executing merchant chargebacks
- Ensure each Merchant chargeback dispute request is handled in a timely accurate manner
- Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls
- Analyze complex information and make sound decisions
- Continue to monitor current trends in Fraud landscape, suggest preventive corrective measures
- Meet and endeavor to exceed metrics on transactional quality, compliance regulations, and productivity as per goals
- Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is always given
- Balance customer interests with the interests of American Express
- Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
- Communicates effectively, oral and written, to review and document necessary information
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.
Sourced from naukri
Skills
Customer Servicecustomer satisfactionworkflowsOutboundCustomer QueriesTransactional QualityExpress.jsFraud DisputesInbound and outbound callscomplianceback officeinbound
About American Express
AMERICAN EXPRESS
Financial Services
22.8k+
employees
1850
176 years old
Gurgaon / Gurugram, Haryana
India
About
Global payments leader, delivering innovative financial services with $65.9 billion in revenue, empowering consumers and businesses worldwide through trusted products and services.
Industries
Financial ServicesRetailTravel & Tourism / Hospitality
Employee ratings
3,872 reviews
4.1/ 5
Culture
4.1
Career growth
3.3
Work-life
4.1
Employees rate it well for
Work Life Balance518Work Culture500Senior Management332Salary328Career Growth256
Find them on