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Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

This individual will be part of an Operations team that is responsible for servicing & supporting the Global Pay Consumer GPaaS and Commercial Business for US Market along with BIPFX clients based out of US/Canada and Mexico markets.

• Timely & accurate research & analysis is done on transactions related to Global Pay Investigation related cases.

• Timely & accurate processing of refunds related to return Global Pay transactions done by consumers and the commercial clients.

• Timely & accurate actioning of workflow coming through CLIC cases and common mailboxes , so as to ensure all external customer satisfaction goals are achieved.

• Manage all Global Pay Client Maintenance and Collections activities by closely monitoring Bank reports and also working on cases created by the front-end servicing team.

• Ensure all the activities are performed as per the compliance norms of the markets (as applicable) and to assist management in ensuring that Global Pay operates in accordance with all legal and regulatory requirements and all Company’s standards of conduct , policies and guidelines , so as to protect and enhance the reputation of American Express with its regulators and avoid significant financial losses or any regulatory impacts.

• Responsible for interfacing with Global Pay Front-end Servicing team, Compliance, Risk and other teams on risk management & compliance initiatives and to develop and coordinate cross-functional strategies and information sharing etc.

• The individual will also be expected to support performing of KYB on beneficiaries of the AU Accessline clients in case of volume spikes in that market within specific market service level agreements.

• Perform root cause analysis for any process breakdown / exceptions and work with linkages globally to resolve and fix the causes for the same.

• Participate in calls (as & when required) with key stakeholders to build relationship, continually check for acceptable service levels and address concerns (if any).

• Ensure performance excellence through the delivery of all production outcomes in accordance with agreed service level agreements and standards agreed.

• Action financial and statistical reporting /MIS on a regular basis.

• Participate in all cross-training initiatives to ensure that there is enough flexibility in the team to manage volumes during peak periods or when there is attrition.

• Ensure process flows and supporting desk instructions are always updated to facilitate training and implement ongoing process improvements. Training will include a balance of process maps, on the job training and building the understanding impacts to Risk, Compliance, and other operations departments.

• Review and provide input to TL, on an ongoing basis, ensure the procedures are followed in the completion of various compliance related activities and transactions involved which have alerts generated on them.

• Monitor and report to TL on process and productivity efficiencies and actions taken to correct.

• An in-depth and applicable knowledge of PCs including Microsoft Office (Outlook, Excel , Word , Access) etc. Must be able to navigate successfully on Internet based applications.

• High levels of confidence to be able to independently deal with the Global Banking / Financial Institutions.

• Familiarity with banking procedures and terminology is desirable.

• Initiative and empowerment for self directed work and improvement.

• Ability to grasp and retain large volumes of diversified information under concentrated timeframes

• Proven ability to make logical business decisions in the absence of policies and procedures.

• Strong customer-focused orientation and attention to detail.

• Should be organized and focused on seamless process delivery having a keen eye for detail and strong bent of mind towards controls, compliance and customer service.

• Effective collaborative skills that contribute to positive working relationships with peers as well as counterparts in Compliance and the business.

• Sound knowledge of applicable laws and regulations and the ability to interpret and apply them to actual situations.

• Good judgment & an inquisitive approach to practices and procedures.

• Independent & resilient with ability to exercise personal authority. Initiative and empowerment for self directed work and improvement.

• Thorough professional with core compliance or business skills.

• The individual selected for this position is expected to work in Night shifts in any 8.5 hours window between 5.00 pm to 5.00 am

Minimum Qualifications

• Graduate with 1 to 3 years of relevant experience especially in payments related process (preferably in banking sector)

• Post Graduate Freshers ( M.Com, M.A. Eco, MBA preferred)

Preferred Qualifications

• Should be organized and focused on seamless process delivery having a keen eye for detail and strong bent of mind towards controls, compliance and customer service.

• Effective collaborative skills that contribute to positive working relationships with peers as well as counterparts in Compliance and the business.

• Sound knowledge of applicable laws and regulations and the ability to interpret and apply them to actual situations.

• Good judgment & an inquisitive approach to practices and procedures.

• Independent & resilient with ability to exercise personal authority. Initiative and empowerment for self directed work and improvement.

• Thorough professional with core compliance or business skills.

Qualifications

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Job: Operations

Primary Location: India-Haryana-Gurugram

Schedule Full-time

Req ID: 24010970