Card Member Inquiry Process Analyst

4 weeks ago

Sepang, Malaysia Amex Full time

**You Lead the Way. We’ve Got Your Back.**

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

**How will you make an impact in this role?**
- Updating cardmember account information.
- Replying by written correspondence in English or Chinese to cardmember requests.
- Review, analyze, and process account maintenance requests from cardmembers or other internal stakeholders.
- Turn each and every correspondence into a relationship-building experience.
- Maintain flexibility in accordance with business requirements, specifically shift support/working hours.
- Resolving the customer enquiries end to end with an innovative and creative approach
- Handling a wide range of general and sometimes complex inquiries and problems including account balance, disputes, Membership Rewards, interest calculations
- Understand, determine and anticipate customer needs and present solutions as appropriate.
- Support changes that will be implemented out of business needs, adjustments to company policies, process.
- Team player with a desire to meet and exceed expectations.

**Preferred Qualifications**
- Excellent written and verbal communication, listening and probing skills
- Self-sufficient and self-motivated work ethic,
- Strong organizational skills and ability to work as part of a team to achieve goals
- Proven experience with negotiating/problem solving
- Ability to work within a busy and demanding team environment
- Strong interpersonal and networking skills
- Commitment to the highest level of customer service.
- Analytical and problem-solving skills
- Ability to identify and act on issues which may impact this customer experience
- Ability to manage own priorities
- Ability to maintain composure under pressure in a demanding environment
- Required languages - English. Cantonese / Mandarin will be an advantage
- Delivers to our customers and shareholders
- Works well in teams and co-operates across departments
- Builds and leverages relationships

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities

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