TCPS Analyst I

About the Role

As a TCPS Analyst I, you will be responsible for delivering exceptional customer service by reviewing and analyzing requests from merchants and customers globally for prepaid products, ensuring compliance requirements are met. This role involves managing inbound customer and seller calls, handling claims, and processing refund requests.

Key Responsibilities

• Manage inbound customer and seller calls for all prepaid products, including Gift Card and Traveler Cheques.
• Handle claims for lost/Stolen and Unable to Cash Travelers Cheques, as well as Escheatment calls and faxes.
• Process Refund Requests, Overspend and Excessive balance cases.
• Respond to customer escalation and conduct a root cause analysis of the escalation.
• Leverage expertise in analyzing risk-related data, identifying fraud connections, and managing change effectively to meet/exceed performance targets.
• Work in a 24*7 environment, prioritizing tasks to ensure balance between regulation, policy, and customer service experience.

Skills & Qualifications

• Graduate with 0-3 years of prior experience in a customer-facing calling profile.
• Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail.
• Good oral and written communication skills in English.
• Good listening and decision-making skills.
• Ability to handle escalated issues politely and courteously to achieve a balance between promise fulfillment and risk.
• Strong analytical skills, with the ability to analyze risk-related data and identify fraud connections.
• Excellent problem-solving skills, with the ability to manage change effectively and meet/exceed performance targets.

What You'll Learn

In this role, you will gain valuable experience in customer service, risk analysis, and problem-solving. You will learn to work in a fast-paced, deadline-driven environment, prioritizing tasks to meet/exceed performance targets. You will also develop strong analytical and communication skills, with the ability to handle escalated issues and manage change effectively.

Resume Tip

When applying for this role, be sure to highlight your customer service experience, attention to detail, and analytical skills. Use specific examples to demonstrate your ability to work in a fast-paced environment, prioritize tasks, and manage change effectively. Emphasize your strong communication skills, both written and verbal, and your ability to handle escalated issues politely and courteously.

About the Team

At American Express TRS, we value our employees' holistic well-being and offer a range of benefits to support their physical, financial, and mental health. We also provide flexible working arrangements, career development opportunities, and a supportive team environment.

About the Company

American Express is a global leader in the payment industry, with a 175-year history of innovation and commitment to customer service. We operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.