TCPS Analyst I - Japanese Language

Job description

Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24\\*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective. • Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques. • Handle Claims for lost/Stolen and Unable to Cash Traveler Cheques. • Handle Escheatment calls and faxes. • Process Refund Requests, Overspend and Excessive balance cases • Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience. • Respond to customer escalation and conduct a root cause analysis of the escalation • Leverage expertise in analyzing risk related data, identifying fraud connections • Manage change effectively to meet / exceed performance targets • Graduate with 0 – 3 years of Prior Experience • Proficiency in Japanese language • Work in a 24\\*7 work environment in a customer facing calling profile • Ability to work under pressure in a deadline-driven environment and maintain strong attention to detail. • Good oral and written communication skills in English • Good listening and decision-making skills. • An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk