Japan Cardmember Maintenance and Inquiry Analyst | Kuala Lumpur, MY

Japan Cardmember Maintenance and Inquiry Analyst

You Lead the Way. We've Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact - every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard, and feels like they belong.
Join Team Amex and let's lead the way together.

Introduction
We are seeking passionate, energetic, and confident English and Japanese speakers who are responsible for bringing our brand to life, creating lasting relationships, and enhancing the experience of our customers for a living.
Launch your career by joining the Japan Cardmember Maintenance and Inquiry (CMMI) Team within the Customer Fulfillment Network (CFN) KL. CFN is a part of the Global Services Group (GSG) and is responsible for providing a world-class service experience for card members. It encompasses servicing through calls and backend processing supporting card member disputes, maintenance, commercial servicing, and merchant servicing.

Key Responsibilities

• Ensure all teams across American Express have the most recent and accurate data available on card member accounts to meet their objectives and make sound business decisions.
• Provide maintenance activities such as Address Change, Bank Debit Form setup, and Credit Balance Refund related queries for customers.
• Review, analyze, and perform account maintenance requests such as handling emergency card replacement (ECR) requests and validating card members' identity and proceed with the necessary steps.
• Partner with relevant teams such as team members in Tokyo to ensure the correct maintenance request is performed for card members.
• Ensure card members' requests are fulfilled within Service Level Agreement (SLA). For example, emergency cards are delivered to card members on time for seamless usage.
• Liaise with internal teams to coordinate and resolve customer inquiries.

Requirement

• Fluency in speaking, reading, and writing English and Japanese; JLPT level N1-N2.
• Degree holder preferred or minimum 1 year of relevant working experience.
• Able to deliver results in accordance with policy and procedure.
• Good PC skills.
• Flexible, engaged, and pro-active team player.
• Flexible to shift hours (working in the day) and work during Malaysia public holidays whenever necessary.
• Openness to take on feedback to improve individual performance.
• A customer-centric, "Can do" attitude & willing to go beyond as a great service provider.

Qualifications
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.

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