Know Your Customer Analyst - Cantonese & English Speaking

Job description

This position is accountable for following up with Merchants on Maintenance requests for JAPA markets.

· Doing follow up calls to Merchants for supporting documents and validation
· Initiating KYC calls to Merchants to gather more information
· Ensuring strict adherence to our Terms & Conditions, policies & Procedures in relation to resolving merchant maintenance requests and updating financial information of our customers
· Ensuring a consistent level of quality of services to customers through timeliness and quality standards, in line with compliance initiatives
· Work with different teams across Merchant Services Delivery
· Review, analyse, and process maintenance requests from the simple to the complex
· Review, understand, and apply information from business and legal documents
· Data verification and timely processing of new maintenance request follow up of missing information to enable optimal turn-around time of maintenance request
· Collate, receive and process mail and faxes
· 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 action plans to maintain a positive and effective work environment
· To process accurate and timely applications, meeting agreed turn-around deadlines
· To support maintenance requests whenever required.

You will be rewarded with:
· A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
· Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
· Competitive Salary – Get paid what you're worth.
· Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
· Monthly Incentives – Based on customer experience (not sales), so you get rewarded for doing what you do best.
· Extensive paid 3 Months Training – Giving you the skills and training you need to be a success!
American Express has been recognised as “Best Employer Malaysia 2015 for Generation Y” and awarded “ Aon Hewitt Best Employer Malaysia” five consecutive times. Join us and you'll soon see why.

Desired profile

· Degree holder
· 1 to 3 years working experience
· Knowledge of current company policies, procedures and standards
· Practices Relationship Care ethos
· Good PC skills/Familiarity of PC usage
· Good Customer Service Skills
· Sound resolution skills
· Good English verbal & written communication skills
· Good Cantonese & Mandarin verbal & written communication skills
· Expertise in Written Chinese language is an advantage
· Active listening skills
· Pro active Team player
· Should not be on any counselling
· Flexible to work on shifts hours as well as weekends & public holidays (when required)
· To qualify for this position, you must have a valid work permit to work in Malaysia.
Language: English

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To learn more about World Service business line, click following link
https://careers.americanexpress.com/worldservice/