World Service : Merchant Research Analyst:1210635
Merchant Service Delivery team is a servicing hub responsible for end:2:end servicing of American Express Merchants located across JAPA and ASEAN region. It encompasses servicing through Phone and backend processing. Merchant Research Team is one of the most critical teams being responsible for all Merchant Payment related queries. The scope of the team encompasses a range of activities like Merchant Account Reconciliation, Payment Suspension, Release, Statement Queries, Manual debiting and handling clearance of Merchant Ledgers.
Position Responsibilities: This position is accountable for managing Merchant Payment Related queries for ANZ and ASEAN markets. This is a primarily back:end financial process
Roles and Responsibilities:
: Resolve financial and non:financial enquiries from SE's within agreed timeframe.
: Investigate rejected payments, with both SE's and cashiers to determine if payments should be released.
: Update MIS sheets on a daily basis
: Liaise with internal departments to resolve payment disputes such as Network Development, Acquisitions, Reconciliations
: Handle queries related to Merchant Ledger reconciliation and clearance
: Ensuring strict adherence to our Terms and Conditions, policies and Procedures in relation to resolving SE requests.
: Ensuring a consistent level of quality of services
to customers through timeliness and quality standards, in line with compliance initiatives.
: Work with different team like ESTSC, NMBC, MST, MCT, MDGT etc.
: The position reports to Team Leader: Merchant Research Team
: Data verification and timely processing of requests
Follow up of missing information to enable optimal turn:around time
: Support initiatives including, but not limited to, Quality Analysis and driving down B2B customer experience whenever possible
: Attend team meetings and updates as required, maintaining prepared business schedules, plans and activities
: Support EEAT action plans to maintain a positive and effective work environment
American Express is an equal opportunity employer.
: Knowledge of current company policies, procedures and standards
: Good PC skills/Familiarity of PC usage
: Good Customer Service Skills
: Sound resolution skills
: Good English verbal and written communication skills .Additional languages such as Mandarin and/or Cantonese would be advantageous
: Team player
: Should not be on any counseling
: Flexible to work on shifts hours as well as weekends and public holidays (when required)
: To qualify for this position, you must have a valid work permit to work in Malaysia.
: Maintaining 100 compliance
Primary Location: Malaysia:Wilayah Persekutuan: kuala lumpur