Customer Care Professional-T3-I

We are looking for a colleague who is passionate about Merchants and interested in owning all aspects of Merchant relationships. In this role, the successful candidate will ensure extraordinary service by promptly and accurately responding to requests from merchants, onboarding the merchant accounts on the system, evaluating and analyzing merchant account information and recommending tailored solutions to merchants that add value to their business. 

• The position is responsible for providing quality and timely completion of Merchant requests related to Banking Updates/Maintenance on existing merchant accounts/New Account set-ups, payments research and account reconciliation
• Requires the handling of outbound and inbound calls to and/or from Financial Institutions, Merchants, and internal customers.
• Provide service & support to Merchants, Processors, MS TSC, Banking, SRG/KOAT, Contract Review, Submissions, ESSU, CMS, Acquisition, Network Development, Risk Management, and Welcome Acceptance
• Review, analyze, and process merchant requests from the simple to the complex
• Review, understand, and apply information from business and legal documents, i.e., Articles of Inc., Business license,
• Guarantee Agreements, IRS documents, AMEX Terms and Conditions, Policies and procedures and PAD Agreements in order to fulfill critical maintenance requests.
• Ensure timely execution of cases and following strict deadlines for enhanced merchant experience as per the SLA defined
• Strong analytical and collaboration skills
• Excellent written and verbal communication skills
• Demonstrates ability to be self-directed with excellent follow through and meet efficiency goals
• Customer focused with a high level of urgency; role model for delivering Extraordinary Customer Care
• Able to interact professionally with all levels of clients
• Ability to manage multiple tasks simultaneously
• Working knowledge of MS Office products, i.e. Excel, Word, PowerPoint etc.
• This is a night shift: 19:30-04:00

Minimum Qualifications:

• Colleague must not be on PIP/Review period
• Excellent verbal and written communication skills
• Ability to evaluate Merchant and financial information
• High result orientation
• Ability to take independent decisions & meet stringent deadlines
• Demonstrated dependability
   

Preferred Qualifications:

• Graduates

 

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.