Cardmember Maintenance Inquiry Analyst

2 weeks ago

Kuala Lumpur, Malaysia American Express Full time

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

**How will you make an impact in this role?**

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

**Role & Responsibilities**:

- 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 Skills**:

- 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

- 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 or onsite 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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