American Express Hiring for Analyst I-Operations at Haryana, India Full Time

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?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

JOB DESCRIPTION:

Function Description:

Accertify is a leading provider of fraud prevention, digital identity, device intelligence, chargeback management, and payment gateway solutions to customers spanning diverse industries worldwide. We are looking for an individual with leadership expertise to manage operations team across various clients. The goal is to keep the team running in an efficient and complaint manner, to increase customer satisfaction, and meet expectations/Targets.

Responsibilities:

• Responsible for leading a team of Chargeback analysts handling multiple merchant products

• Manage E2E Chargeback Operations

• Create and maintain the schedule for the chargeback team

• Build/assist with Analyst productivity reports to ensure optimized headcount capacity

• Provide value added service to our customer base and simultaneously achieve high levels of employee

engagement while minimizing chargeback losses.

• Regular one-on-one meetings with all team members and monthly/weekly one-on-one coaching and

feedback sessions

• Ensure monthly Service Level Agreements (SLAs) and daily service levels are met

• Regularly review and implement process improvements with the aim of minimizing costs and maximizing

productivity

• Good overall knowledge of Chargeback cycle

• Management of Imports & Uploads

• Monitor, evaluate, investigate, and respond to disputes received by various clients

• Ensure Quality Assurance for both our clients and internal chargeback team

• Provide a high standard of professional service while maintaining or exceeding the established standards for

chargeback productivity and quality work with peers and leadership by communicating chargeback

anomalies, Fraud trends and sharing ideas of Innovation.

• Interact and communicate with our clients on Performance reporting

• Assist with the creation/ modification of Chargeback related Standard Operating Procedures (SOPs)

• Ability to resolve complex issues with little supervision

• Should be comfortable with rotational shiftwork including weekends and holidays to meet business

requirements

Qualifications:

• Bachelor’s Degree with 3-5 years of overall experience

• 3-5 years of related experience with Chargeback or Fraud processing

• Understanding of Chargeback cycle and algorithm

• Strong people leadership ability and professionalism

• Good negotiations skills and ability to manage a production team

• Excellent communication, problem solving & analytical skills

• Flexible approach to work hours and processes and should be a dynamic agent

• Excellent time management and decision-making skills while effectively handling high volume situations with

little management over-site

• Abide strictly by the company’s data protection policies.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and

procedure manuals

• Experience of Imports & Uploads or Client Data management or equivalent.

Eligibility:

• The incumbent should be tenured for a minimum of 18 months at Band 30 and 12 months at band 28 in the

current role as on the date of application deadline.

• The incumbent should not be on level 3 or above counseling at the time of applying.

• The incumbent should have a performance rating of G2L2 or better in the last review

Technical Skills/Capabilities:

• Demonstrated experience and/or strong working knowledge of Microsoft Word, Excel, PowerPoint, and

Outlook

• Strong customer service, analytical, and decision-making skills

Behavioral Skills/Capabilities

• Strategic Thinking with The Ability to Execute and Implement.

• Flexible & Adaptive in changing business environments and pressure

Leadership Outcomes:

• Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of the customers, partners, colleagues and shareholders

• Lead with an external perspective, challenging status quo and bring continuous innovation to our servicing offerings

• Demonstrate learning agility, make decisions quickly and with highest level of integrity

• Lead with a Growth and increasingly relevant Digital mindset to drive customer centric outcomes that help deliver the world’s best customer experiences every day

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 work arrangements and schedules with hybrid and virtual options with Amex Flex

• 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

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.

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-Gurgaon

Other Locations: India-Amex – for internal use only-Amex – for internal use only

Schedule Full-time

Req ID: 23005087