Customer Service Analyst T3-I

The Disputes Team is responsible for managing transaction disputes raised by Card Members. The team reviews and analyzes claims to ensure accuracy, compliance with company policies, and regulatory requirements, while also handling complaints received from Card Members and Business Partners through the shared mailbox.
Minimum Qualifications
Strong team player with high level of integrity
Graduate or Postgraduate
Prior experience in back-office team
Multi-skilled across card platforms/products is preferable
Strong understanding of CHC Navigation
Knowledge of American Express policies & procedures
Passion to drive results demonstrated by self-scores
Should display multitasking skills, strong personal accountability & result oriented attitude
Should possess sound analytical, decision making and problem-solving skills
Preferred Qualifications
Proficiency in MS Office - Excel, PowerPoint and Word preferred
Change management ability & self-motivating skills
Demonstrated ability to work effectively within a team environment as well as independently
The Disputes Team manages the transaction disputes raised by the card member for the purchases made.
Review and analyze dispute claims to ensure accuracy and compliance with company policies and regulations.
Review and analyze claims to ensure accuracy and compliance with company policies and regulations.
Handle complaints from Card members and Business Partners received via shared mailbox.
Process claims efficiently and accurately within the designated time frames.
Resolve dispute claim issues and discrepancies by conducting thorough investigations
Analyze and decide on accepting or rejecting a dispute claim received for India consumer & corporate cards
Claim processing via automation & manually keeping in mind the business SOP, CHC articles and critical SLA’s
Investigation & assessment of High Value cases to ensure no loss to the organization.
Actioning & assessment of case setups in accordance with policy & procedure
Send communication to card members
Identify possible trends/activities and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.
Keep pace with the ever-changing world of service industry identify new trends and develop continuous process improvements.
Meet and exceed quality goals, compliance regulations and productivity targets.
Ensure compliance with Banking rules, Regulations & Procedures
Task to Be Completed Timely and Accurately Ensuring Compliance with Internal and External Policies, Procedures and Local Laws.
Works with peers and leadership by communicating trends and sharing ideas and information.

Work arrangement
Hybrid