TCPS Analyst I - Korean Language
American Express
Skills
- Customer Service
- Risk Analysis
- Fraud Detection
- Root Cause Analysis
- Data Analysis
- Conflict Resolution
About the role
Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.
Responsibilities:
• 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 Traveler 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
Minimum qualification :
• Graduate with 0 – 3 years of Prior Experience
• Proficiency in Korean 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.
• Good oral and written communication skills in English
• Good listening and decision-making skills.
• An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk
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