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Amex Hiring for Global New Account Analyst – UK at Gurgaon Full Time
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You 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.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Job Description:
1.Function Description:
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Process new card applications in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calling
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Ensure “error- free” processing of card applications
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Adherence to quality and compliance guidelines
2.Purpose of the Role:
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To accurately process new card applications and interact with existing customers and prospects
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To enhance customer experience and Brand value through RTF
3.Responsibilities:
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Ensure “error- free” processing of card applications
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Deliver Employees, Customers and Shareholder metrics as per goals
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Highlight issues through feedback and recommend changes in workflows, procedures and service levels to meet customer needs and to ensure quality service at all times
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Adherence to quality and compliance guidelines
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Support all new initiatives in the New Accounts area
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Effective and efficient call handling
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Balance customer interests with the interests of American Express
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Gather relevant information from customers as required and update it accurately to facilitate the decisioning process
1.Critical Factors to Success:
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Analytical mind & attention to detail
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High level of customer sensitivity, commitment & service orientation
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Should have competitive customer metric scores (if internal)
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Adherence to quality and compliance guidelines
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High result orientation
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Ability to take independent decision & meet stringent deadlines
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Good interpersonal skills
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Excellent oral/written communications skills (high emphasis on listening skills)
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Flexible to work in any shift and handling calls
2.Past Experience:
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American Express card product knowledge desirable
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At least 12 months prior experience in customer services preferably in the UK market
3.Academic Background:
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Under Graduate/Graduate or above
4.Functional Skills/Capabilities:
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Excellent oral/written communications skills
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Customer sensitivity
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Good listening and comprehending skills
5.Knowledge of Platforms preferred:
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NASP
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GO2
6. Behavioral Skills/Capabilities
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Ensure “error- free” processing of card applications
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Adherence to quality and compliance guidelines
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Maintaining the American Express standard of upholding service for our customers
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.