TCPS Analyst
American Express · Posted Oct 6
Banking, credit card, payment network, and travel services
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About the role
Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for customers and merchants in a 24*7, multi-lingual environment, managing servicing and operations for prepaid products such as Gift Cards and Traveler Cheques. The primary objective of this role is to deliver a high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products and making informed decisions to pay or decline once compliance requirements are met. The analyst handles inbound calls and faxes, claims, refunds, and escalations while analyzing risk-related data and identifying fraud connections.
What you will do
- 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 Travelers 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
Skills used in this role
What the employer is looking for
- Graduate with 0 – 3 years of Prior Experience
- 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
Benefits and support
- 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
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
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