Customer Service Analyst T3-I

The Disputes Team is responsible for managing transaction disputes raised by Card Members. The team reviews and analyzes claims to ensure accuracy, compliance with company policies, and regulatory requirements, while also handling complaints received from Card Members and Business Partners through the shared mailbox.

The Disputes Team manages the transaction disputes raised by the card member for the purchases made. 

• Review and analyze dispute claims to ensure accuracy and compliance with company policies and regulations.
• Review and analyze claims to ensure accuracy and compliance with company policies and regulations.
• Handle complaints from Card members and Business Partners received via shared mailbox.
• Process claims efficiently and accurately within the designated time frames.
• Resolve dispute claim issues and discrepancies by conducting thorough investigations
• Analyze and decide on accepting or rejecting a dispute claim received for India consumer & corporate cards 
• Claim processing via automation & manually keeping in mind the business SOP, CHC articles and critical SLA’s 
• Investigation & assessment of High Value cases to ensure no loss to the organization. 
• Actioning & assessment of case setups in accordance with policy & procedure 
• Send communication to card members 
• Identify possible trends/activities and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.
• Keep pace with the ever-changing world of service industry identify new trends and develop continuous process improvements.
• Meet and exceed quality goals, compliance regulations and productivity targets.
• Ensure compliance with Banking rules, Regulations & Procedures
• Task to Be Completed Timely and Accurately Ensuring Compliance with Internal and External Policies, Procedures and Local Laws.
• Works with peers and leadership by communicating trends and sharing ideas and information.

Minimum Qualifications

• Strong team player with high level of integrity
• Graduate or Postgraduate
• Prior experience in back-office team 
• Multi-skilled across card platforms/products is preferable
• Strong understanding of CHC Navigation
• Knowledge of American Express policies & procedures
• Passion to drive results demonstrated by self-scores
• Should display multitasking skills, strong personal accountability & result oriented attitude
• Should possess sound analytical, decision making and problem-solving skills

Preferred Qualifications

• Proficiency in MS Office - Excel, PowerPoint and Word preferred
• Change management ability & self-motivating skills
• Demonstrated ability to work effectively within a team environment as well as independently

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.