Job Overview

???? Job Title:

Merchant Fund Release Specialist

???? Company: American Express
???? Location: Gurugram, Haryana
???? Job Type: Full-time
???? Salary: Competitive (Base + Bonus Incentives)
???? Benefits: Health Insurance, Retirement Support, Paid Parental Leave, Wellness Programs

???? About American Express:

At American Express, we back our people and businesses, empowering them to achieve incredible progress. As part of Team Amex, you'll join a global and diverse community committed to supporting our customers, communities, and each other. Here, we nurture your growth, offer flexible benefits, and ensure that everyone feels seen, heard, and valued.

When you join us, your contributions will be recognized, and you'll have opportunities to create a meaningful career path. Together, we aim to provide the world’s best customer experience every day, upholding integrity and delivering excellence.

???? Job Description:

As a Merchant Fund Release Specialist, your role will involve ensuring the timely completion of requests related to merchant fund releases. You will perform detailed research and reconciliation of merchant accounts and manage both inbound and outbound calls (80/20 calling ratio).

You'll work closely with internal teams and client managers to resolve merchant issues and support their business operations.

Key Responsibilities:

• Handle merchant requests, from simple inquiries to complex issues.

• Collaborate with internal teams (e.g., Banking, Risk Management, Network Development) to resolve merchant queries.

• Review business documents such as Articles of Incorporation, IRS forms, AMEX Terms and Conditions, and other critical legal documents to execute maintenance requests.

• Ensure timely execution of cases, adhering to strict deadlines to enhance the merchant experience.

• Maintain high standards of customer service, focusing on providing exceptional support and building strong relationships.

• Manage multiple tasks efficiently and ensure all customer concerns are addressed in a timely manner.

• Work with MS Office (Excel, Word, PowerPoint) for data analysis and reporting.

✅ Minimum Qualifications:

• Education: Graduate (any field).

• Experience: Prior experience in customer service or handling merchant requests is a plus.

• Skills:

  • Excellent verbal and written communication skills.

  • Ability to evaluate and analyze merchant information.

  • Strong decision-making skills and the ability to work independently.

  • Ability to meet deadlines and handle high-pressure situations.

  • Strong attention to detail and dependability.

???? Desired Skills:

• Strong analytical and collaboration skills.

• Customer-focused with a high level of urgency and commitment to delivering outstanding customer care.

• Ability to interact professionally with all levels of clients.

• Proficient in using MS Office products (Excel, Word, PowerPoint).

???? Benefits at American Express:

• Competitive Salary & Bonus Incentives

• Comprehensive Health Coverage: Medical, Dental, Vision, Life Insurance, and Disability benefits (location-dependent).

• Retirement & Financial Well-being Support.

• Flexible Working Arrangements: Hybrid, Onsite, or Virtual depending on role and business needs.

• Generous Parental Leave Policies (location-dependent).

• Wellness Support: Free access to on-site wellness centers, nurses, and doctors (location-dependent).

• Mental Health Support: Confidential counseling through the Healthy Minds program.

• Career Development: Ongoing training and development opportunities.

???? Additional Information:

• Employment Offer: Employment is contingent on successful completion of a background verification check, subject to applicable laws and regulations.

• Equal Opportunity Employer: American Express is committed to diversity and inclusion and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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