Job Description

At American Express, our culture is built on a 175-year history of innovation, shared 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 identifying and issuing credit balance refund to Cardmembers Electronically or via Cheque and informing Card Member by sending communications through letters and emails.

  • Complete All Transactions Agreed with The Customer and Adhere to All Timelines and Deadlines Set
  • Suggest Process Improvements / Changes to Achieve & Ensure “First Contact Resolution”
  • Conduct Root Cause Analysis of Incoming Correspondence to Recommend Changes in Workflows, Procedures, Servicing Levels, Based on Customers’ Demands to Meet Their Needs & Ensure Exceptional Quality Service Is Given at All Times
  • Handle All Written Customer Enquiries, Maintenance and Non-Se Disputes for Customers in A Timely and Accurate Manner
  • Work with Other Operations Departments and Customer Groups to Deliver Quality Service and Support New Product Launches, Promotions Etc.
  • Contribute Towards Team Goals by Strictly Managing Individual Productivity Targets

  • Ensure Complete Adherence to Approval Grid for Financial Adjustments by Team and Self. 

  • 7AM - 930 PM work window 

    • Minimum Qualifications

  • Understanding and building strong relationship internally and externally 

  • Bachelor's degree

  • Not more than 5 years of difference between highest education degree completion date and Joining date

  • Strong attention to detail and accuracy

  • Should not have enrolled in any prior Government Apprenticeship programs

  • Good communication and interpersonal skills

  • A willingness to learn and adapt to new tasks and challenges

  • Ability to maintain confidentiality

    • Preferred Qualification

  • Proficiency in basic computer applications (e.g., Microsoft Office Suite)
  • Ability to work effectively in a team environment
  • Knowledge of company policies, procedures, and standards
  • Good time-management skills
  • Good Knowledge of Microsoft Tools: Excel & Power Point
  • High level of Customer sensitivity, commitment & service orientation
  • Strong Analytical skills & attention to detail
  • Good communication skills both written and oral
  • Active listening skills
  • Proactive Team player & Ability to multitask. 
  • Strong adaptability 
  • Able to demonstrate strong customer centric

    • 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:

  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 

  • Career development and training opportunities

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