TCPS Analyst

American Express
Gurugram
Workplace: HybridFull timeFunction: Customer Support (Service Desk)0Education: bachelorsSkills: ["Multitasking","Prioritization","Attention to detail","Communication","Listening","Decision making","Root cause analysis"]

Deliver high-standard customer service for prepaid products by reviewing and analyzing requests from merchants and customers globally, then deciding to approve or decline based on compliance requirements. Work in a 24/7, multi-lingual calling environment handling inbound calls and faxes for prepaid products, including claims, escheatment, refunds, and overspend/excess balance cases. Respond to escalations, perform root-cause analysis, and identify fraud-related risk connections while meeting performance targets.

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FursaFursa
American Express
American Express
2 days ago

TCPS Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Deliver high-standard customer service for prepaid products by reviewing and analyzing requests from merchants and customers globally, then deciding to approve or decline based on compliance requirements. Work in a 24/7, multi-lingual calling environment handling inbound calls and faxes for prepaid products, including claims, escheatment, refunds, and overspend/excess balance cases. Respond to escalations, perform root-cause analysis, and identify fraud-related risk connections while meeting performance targets.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Deliver high-standard customer service by reviewing and analyzing requests for prepaid products and making compliant approve/decline decisions.
  • •Manage inbound customer and seller calls and faxes for prepaid products such as Gift Cards and Traveler’s Cheques.
  • •Handle claims for lost/stolen and unable-to-cash Traveler’s Cheques, as well as escheatment calls and faxes.
  • •Process refund requests and overspend/excess balance cases.
  • •Respond to customer escalations with root-cause analysis and analyze risk data to identify fraud connections while meeting performance targets.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceParental Leave

Key Requirements

  • •Graduate with 0–3 years of prior experience.
  • •Ability to work in a 24*7, customer-facing calling environment.
  • •Good oral and written communication skills in English.
  • •Strong listening and decision-making skills with attention to detail under pressure.
  • •Ability to handle escalated issues politely and courteously while balancing promise fulfilment and risk compliance.
Education:Bachelor's
Skills:MultitaskingPrioritizationAttention to detailCommunicationListeningDecision makingRoot cause analysis
Languages:English

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn