Analyst Operations (BB-588AC)
Found in: Talent IN
Job DescriptionYou Lead the Way. We’ve Got Your Back At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security and service. Role Introduction Candidate will be handling Inbound and Outbound Call Volumes and Emails for credit card applications from Australia and New Zealand markets. Critical Factors to Success: Delivering outstanding service in every interaction and leaving a lasting positive impression by utilizing Voice servicing ethos. • Maintaining privacy integrity of customer information • Capturing conversations, updating and updating data in the relevant systems • Understanding and interpreting of KYC and Income Documents to comply with internal criteria and policy • Managing a workflow in line with departmental and individual goals and to departmental quality standards. • Being a central point of contact applicants enabling 1st Contact resolution on enquiries, through both telephone and email communications • Maintain and build excellent working relationships with stakeholders, Strategy partners and Technologies groups.
Minimum QualificationsAcademic Background: Graduate Functional Skills/Capabilities: • Ability to work in a fast paced metric driven environment with proficient multitasking skills • Punctuality and willingness to adhere to schedule • Meeting & exceeding customer expectations • Demonstrating teamwork • Strong customer focus. • Excellent customer service skills • Strong negotiation and collection skills. • Excellent verbal and written communication skills. • Ability to deal with shifting priorities and high workload • Pro-actively seeks opportunities for improvement Behavioral Skills/Capabilities: Enterprise Leadership Behaviors
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