How will you make an impact in this role?

The primary objective would be to deliver very high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products and make informed decision to pay or decline the request post determining if all the compliance requirements are met.

Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual setting. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.
Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
Handle Claims for lost/Stolen and Unable to Cash Traveller Cheques.
Handle Escheatment calls and faxes.
Process Refund Requests, Overspend and Excessive balance cases
Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy,



and customer service experience.
Respond to customer escalation and conduct a root cause analysis of the escalation
Leverage expertise in analyzing risk related data, identifying fraud connections
Manage change effectively to meet / exceed performance targets
Graduate with 0 – 3 years of Prior Experience
Proficiency in Spanish Language
Work in a 24*7 work environment in a customer facing calling profile
Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.
Positive oral and written communication skills in English
Positive listening and decision making skills.
An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk
Should not be on any form of counselling.
Last year performance rating should be Minimum G3/L3.

📌 Tcps Analyst I Gurugram
🏢 American Express
📍 Gurugram