Typicaly day at work:
That’s an interesting question. I love Mondays, mostly because the day flies by in a flash. On a given day, during the early hours you will find me monitoring maximum calls as fresh mind helps me catch every error like that.. I do call callibs on mondays so that the rest of the week can be utilised in executing the policies and filling compliance gaps with operations.
Friday evening surprises. Rest of the week goes in delivering the product(s), updating the status with the client, answering emails and calls from our global teams. My role involves extensive management responsibilities and staying organized is not an option.
•what you learned:
For my entire tenure with various organisations tilss date i have learned that self realisation is the key to sucess and work-life balance. Once we know what we are good at and we know are flaws we will be able to give out our best leading to job satisfaction-stability-outstanding performance-recognition-succuess.
I believe in my leadership completely , i have the entire space to reach out to them.
I work with a very competitive team in a healthy way that somehow helps me compete with myself on daily basis. We never shy out to reach to each other irrespective of our bands and tenures with the organisation.
•the hardest part of the job
I would not say that this is the hardest part because this is the main contributer for day to day learning and improvement in me, but s
ConsLess monetory benefits in compared to market standards
• Support Client Management and customer contacts with technology & product questions, implementations, escalations and resolution of issues related to travel technology
• Facilitating travel program technology support, including maintenance, implementations or escalations
• Leverage project management and analytical skills to support multiple programs and projects.
• Participates in technology consultation with client management and partner with client conversations as applicable
• Resolution of reported problems or malfunctions of all American Express Travel Products and applications. Gathers and shares best practices across clients and segments
• Set up reporting applicable to any technology product used in the travel programs. Uses analytical and creative approach to condense large amounts of information into a clear, concise, effective format
• Responsibilities include, but are not limited to, facilitating travel program technology support, providing assistance with the on-line booking tool including maintenance, implementations or escalations. Interact with AMEX client management and our customers to provide consultation around technology and tools utilized in the day to day travel program.
• Provides support and engages directly with the Client as needed and oversees execution of the technology program action plans
• Handles inquiries from clients and may be assigned a portfolio of clients and have overall responsibility for the technology relationshi
• Hiring for financial and technology division at American Express
• Manage the entire recruiting life cycle from candidate generation, scheduling interviews, taking effective debriefs from the interviewers before hiring, making compensation recommendation, salary negotiations and offer extension
• Manage internal stakeholders to meet the manpower requirements - right from acquiring, understanding the open positions to streamlining the interview process, till the end result is achieved
• Interact with business partner in the US, UK and entire JAPA (Japan, Asia Pacific and Australia) region.
• Leading and mentoring a team
• Understand the future forecasts and accordingly setting up right expectations with business and the team
• Develop the recruitment strategy along with team for every quarter like planning recruiting events, referral campaigns, outstation events, targeting companies etc.
• Conduct HR Interview, Negotiate Compensation and close the role and finally presenting offers
• Implement cost effective Manpower Planning and Recruitment Process
• Analysis of hiring pattern & quality parameters like sources, industry mix, cost analysis, seen to selection ratio, etc.
• Efficient management of the vendor partners to have proper sourcing channel mix
• Internal movement and promotion assessment
• Coordinate both in-house out stations recruitment drives
• Organize Walk-in Interview
• Maintain/publish weekly and monthly Recruitment Activity report
A wonderful employee centric company who had consistently won award as the best place to work during my entire tenure each year
A wonderful employee centric company who had consistently won award as the best place to work during my entire tenure each year. I consider myself extremely lucky to be employed there.
A typical day included logging into our systems for handling the inventory, team huddles, feedback sessions (if any), team meetings, and the general working. Our office also had an in-built gym where we can workout in our free times, before or after our work hours. The office worked 24/7. They were very particular about safety measures of female employees. The management took every feedback and suggestion very seriously. They awarded the excelled candidates and provided guided and directional feedback to slow learners and people finding their job difficult. A very sympathetic and human company to work for. I learned to be a leader in this company by keeping my performance consistent and that helped me later in my future job as well. I enjoyed every day of my tenure with them and looked forward to go there each day.
ProsThey had kiosks of all major restaurant branches in their canteen, they had a wonderful lunch area with microwaves, clean and hygienic area to have meals, they had biscuits, tea, coffee, lemon tea dispensers in eachbreak areas on every floor
ConsThey didn't allow overtime for more than 4 hours a day beyond the general work day :)
AMEX genuinely cares for its employees. They treat us really well.
The management is supportive. From Trainers to Leaders to Managers they are all really professional yet friendly. They want you to learn and grow. Not only do they care about your growth at work but also individually so if you are a drop out, they would love you to complete your education on priority. They have tie ups with some amazing universities like ICFAI, Amity, NMIMS and more for you to complete your graduation or post graduation degrees. The leaders will always ensure that you get the required leaves to study and appear for exams.
The salary packages they offer are fair basis your education and work experience and it gets credited on the 25th of each month. For any reason if it falls on a Saturday or Sunday, it comes on Friday which is sooner not late.
Even during the lockdown they ensured that none of their employees are impacted so they provided a laptop, internet reimbursements and everything required to all the employees for working from home.
There is so much that I learnt being a part of AMEX and i miss that kind of work environment here in Mumbai. I so wish they had a captive unit here too so that i did not have to look for a job in other companies.
ProsProfessional yet Friendly work environment, amazing leaders to work with and great perks.
absolute integrity and most genuine work culture !
It has been a pleasure working for almost 6 years with AMEX .. the management and work culture is just so conducive to a person's over all development. The environment and practices at AMEX has played a vital role for me in making sure that I am able to harness the best out of my character and has been instrumental in grooming me as a better and disciplined individual .
Everyday has been a new challenge , new learning , new opportunities waiting to be grasped with open hands and I have been extremely fortunate in able to give my best @AMEX with inuumerable awards and accolades and recognition .
the work ethics and integrity standards are way beyond imagination and the Blue box values were instilled in each and every employee @AMEX namely customer centricity , respect for individual , integrity ,work life balance ,etc .
I have been able to add so much on to my resume in last 69 month tenure with AMEX which would really help me go places as this enriching experience of wisdom , patience , dedication never goes unpaid and respect for individuals has been extremely helpful and I cherish each moment I spent in these 69 months !
Proswork ethics and integrity standards
ConsCANT REALLY FIND ANY ONE .EVERYTHING WAS JUST TOO PERFECT
excellent work culture with opportunity to learn and grow.
American Express is an excellent organization to work with. It provides a perfect work life balance to its employees and due to which more than 60% of its employees are women. The culture within the organization is healthy and rich. They have a strong ombudsperson to handle all kinds of grievances. They keep the environment happy and light with fun filled activities and regular celebrations which boosts the motivation of employees.
They also provide various learning programs for employees to learn and grow within the organization. The company keeps upgrading the working of its employees based on the market needs and focuses on constant growth.
American Express gave me immense exposure on my subject and opportunity to interact with other departments and learn more. My quest for knowledge kept on increasing with the regular support of my peers and seniors. The most enjoyable part of my job was my leaders and seniors were always open to new ideas and feedbacks and thus I was always full of zeal to give my best.
Prosfun activities, regular cash rewards, free snacks and refreshments
Our profile as a Customer Care Professional includes rotational shifts which is applied each month. The job has back to back calling where we handle International card members (Credit Cards) and it is the best customer service provided in the world as i would say. It is an 8 hour shift with suitable breaks in between as well as daily monitoring of calls and weekly feedbacks and team huddles included. This Job, barring the rotational shifts and back to back calling is a great job, American Express is teh 4th Best company in India and the 3rd best Company for woman in the world. Work culture is perhaps the best. People here are motivated to be their creative best and deliver the best as well. Compared to others the work pressure is lesser, the work environment is chilled and Leaders are amazing.
The only reason why i have to leave this company is because of my family. My mother lives all alone with my granny and i feel my presence is required there than in anywhere else
ProsGreat Facilities in terms of transport, health, etc, Pleasant Work Culture and Laeaders
ConsRotational Shifts, Graveyard Shifts, Back to Back calling
Highly organized and independent; able to effectively coordinate tasks to accomplish projects with timeliness and creativity.
An organized, detail-oriented, and conscientious self-starter, able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure.
Strong meeting planning and facilitation skills; able to communicate effectively with all organizational levels, build relationships of trust and enlist the participation of team members.
Creative, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic.
Developed and implemented strategic objectives to ensure achievement of profitability goals and a high level of client satisfaction.
A dynamic team leader; able to bring energy, enthusiasm, and humour to motivate team members to achieve potential and meet objectives.
A highly organized manager and coach; able to quickly assess needs and provide tools to resolve difficulties, enhance learning, and improve performance.
I have worked for Captive companies like Hutchinson 3 Global Services as a Sales Executive and a Contract Retention Analyst for 1 yr and 10 - months In Mumbai, after a while got hired for 1 of the esteemed organisations American Express 2 yrs and 8 months, worked as a Lead Senior Associate , key job to process pending Application if there were any discrepancies in the application as compared to the Credit Bureau Report also was Promoted as a Fraud Analyst where in used to perform Fraud Checks on application where there would be any suspicion on the application, also was moved to a Special Handling team to process Card Replacement for elite American Express Customers a team of 15 people. I am looking forward to change my field and get into Business Development as we i find that job very interesting and I am suitable for such kind of a Job have excellent communication skill, have the ability to drive the team to get the job the done, interact with prospect clients, advertise and handle meetings and report.
No growth opportunities if you are over age 40 or in current role too long
I have been a loyal Amex employee for 16 years mostly working within the corporate travel division. Within this time I have taken many steps to advance my career including utilizing the tuition reimbursement program to complete my BS degree in Business/HR as well as mentoring within Work force management and HR. Yet I have been turned down for the last 12 internal postings that I have applied for in the last couple years. I can tell from the types of questions which I received within these interviews that my length of tenure is actually part of the problem, as this seems to be viewed as a detriment and not a positive quality. For example, I was actually asked recently when I had a 2nd interview for a band 25 Account Protections Specialist position within the Fraud department "about how much PTO time do have remaining for this year?" After I told him that like other Amex employees with more than 10 years I have 264 hours per year. I was then actually asked if I believed my extensive PTO time would interfere with my ability to complete the training process. I told him that No I did not believe it would interfere as with 16 years I would not set myself up to fail within this department and also told him that I was very flexible with my remaining PTO time. Ultimately I was turned down even though I have excellent work record, many transferable skills, and was very successful within my B.S. Business program.
After this experience I then also applied for a Service Level Coord
ProsBenefits inluding health insurance and generous PTO.
ConsLack of advancement consideration if you are over a certain age or in current role too long, Also dont ever, ever question management, even if you can support it, as you wil also then be "black listed" from advancement consideration.
The hiring process is very difficult and drawn out but the pay and benefits are excellent BUT PLEASE BEWARE. When you are hired, you are told that this is not just a job; it's a career and that you are now here for life...you are now PART OF THE FAMILY. You are given the impression that you are a permanent employee from day one. Unfortunately, that is not the case. You must go through a training process and instead of basing your permanent hire on how well you did in the training process, your permanent hire is based on surveys that you receive in a very, very flawed system. You will receive bad surveys from card members you never even talked to or regarding issues like...American Express making a corporate decision to remove an airport lounge access which has nothing to do with the service you provided that card member just their dissatisfaction with a corporate decision that you took no part in but YOU will get that bad survey and they will constantly tell you that there is nothing they can do about you now being stuck with that bad survey although they listen to those calls and know that it had nothing to do with you but that one bad survey may very well keep you from getting a permanent hire. Also, keep in mind that in order to wipe out 1 bad survey, you must get at least 5 excellent surveys...yeah, that math makes no sense to me either. Additionally, with the mess they have with the company that manages their surveys, your surveys are sometimes held for 10 days
Prospay and benefits
Conshiring practices; flawed employee rating system; lies when being hired
- Nice View Outside: Hudson River, Statue of Liberty, New Jersey, Upper Manhattan, Lower Manhattan & One World Trade Center
- Humble Manager: My manager works hard and over time. Sometimes provides feedbacks with the double-layer sandwich method. Supportive and helped develop my confidence and leadership style by guiding through the process and by allowing/pushing to make my own decisions.
- Team leads: Inspiring, humble, supportive encouraging. Celebrated the differences.
- Co-workers: Funny, supportive, helpful, Inspiring, and creative.
I gained more confidence, became a better individual as a person and as a programmer.
- No Guide(s) for new hires: So much confusion, disorientation, and brusque orders without any great explanation.
- Bureaucracy at its best: Vague and empty official feedbacks & criticism on performance from completely different department’s managers and teams.
- No Transparency: Possibility of getting fired (happened) when talking with someone above your manager like team director, even if he adds his own & collects all the comments & feedbacks about ones’ performance from different unrelated & unconnected departments.
- Judgments through Assumptions: Negative feedbacks on my performance by other department’s managers across the floor by their great observation skills.
- Miscommunication & Misunderstanding: Between team members and across other teams, managers and team director. And no efforts for further clarification and for
• 8.5 years of professional experience in full life cycle system development involving analysis, design, implementation, maintenance and support of ap
CCSG (Consumer card service group) targets individual customers in the U.S. markets. CCSG is responsible for developing, marketing and servicing all aspects of charge and lending card products of American Express in the United States. CCSG services are grouped according to customer status, i.e. existing card members, new card members, or card members eligible for an upgrade. CCSG offers services to three financial streams namely: Credit Cards, Charge Cards and Partner Cards. OPEN Cards targets for Corporate/Business cards.
CCSG App Redesign DTW/UA: Redesign and integrate DTW Prescreened and Non Pre- Selected applications flows for CCSG card products. The appearance of the Re-designed UIs should be reflective of the AMEX brand image and should match the existing Redesign experience for CCSG prospect flow. Existing Microsite login pages, Decode pages, upsell pages will need to be integrated as part of Redesign.
CCSG App REDESIGN (App Transformation): The objective of this project is to provide a new user interface for prospect and already card member customers applying for the American Express Cards. Digitals, a third party team, will provide the UI and back end functionality is developed using spring web flow with struts integration. The technologies used for development are spring web flow struts Json and Ajax. This application will be hosted on the WAS 6 server.
My role is Senior Java Developer and Technical lead.
• Involved in analysis, design and development
First they get you pumped up...then reality sets in!
Sadly, like most companies that hire for customer service, they get you pumped up at first. You get to hear about all the awesome benefits (not about the high deductibles just yet) and your pay is decent especially depending on where you live. You have awesome and excited fellow newbies training with you and a trainer who makes you feel amped up to do the job. All fun and games during training. Then you find out you have to make offers/sell. They don’t call it selling but it is and if you don’t offer enough and meet certain metrics then you don’t make it past training and it’s pushed heavily!
After training- you’re taking back to back calls. Most are either quick payment and check balance calls or they’re unhappy customers calling about late fees they want you to waive or charges they want you to dispute and you can’t always please but they can still fill out a survey on you and even if their beef is at Amex and they comment on survey that you’re the best person in the world but they mark it all low thinking it hurts only Amex but it hurts your metrics and nothing you can do. You’ll be coached weekly and told all the right things to say by people who’ve worked there for for years and haven’t taken calls themselves in years. It’s easy to feel like something is wrong with you when you can’t find a way to get a customer who wanted to make a payment with the IVR but got booted to you to have some sort of “relevant” conversation so you can make that offer. (Be very peppy, confide
ProsInclusive, Diverse, PTO/Sick Days, Decent Pay
ConsMetrics/Numbers Driven, back to back calls, system glitches, tons of “feed back” even during calls which is distracting
Customer Service Representative | Arizona | 9 Feb 2015
Will be facing numerous class action lawsuits with the way they treat employees
I learned that if you truly excel at your current position, you will not be promoted. Mgt may put you thru mgt training, but you won't end up with a team. Instead, you'll be told you need experience in a different dept. Then you'll be stuck same as before.
The people that work side by side with you are awesome! It's the mgt that leaves a lot to be desired. They are automatons, spewing the same old dreck that upper mgt feeds them. Middle mgt knows that if they speak up for their employees and try to right the many wrongs done to the reps, they will either be demoted or out right fired.
DO NOT believe the dollar amount you "could" make in any job posting for this company! What they don't tell you is that nice amount included bonus pay-outs for selling and or reaching certain metrics. These metrics are impossible to consistently reach. One bad month with low survey scores, and you lose that month's bonus along with the next two following months. It takes that long to dig yourself out of that hole, that is, if you're able to do so. So, with all your hard work, you will end up making the base minimum of the position.
The survey system they utilize to rate their in-bound call center employees is archaic and faulty. You can and will get derogatory surveys that belong to another rep. Whether in your call center or a different part of the world. Doesn't matter. They will not remove the bad score from your numbers even though they can do so. This problem is getting people fired fo
ProsAntiquated phone system and survey ratings; management
Working for AM EX Investment Banking Company was Great!
It was an employment that required me to study at work and pass four National tests before I was able to begin the training for employment. Then, I was sent to another major city in another state to train with many other people that had recently passed the major national exam and we studied together and then passed two other tests and spent seventeen months in a training program. After the training together in the other major city in another state, we were to pass one more state exam and also perform qualifying duties to accomplish so that we were able to stay employed with the American Express Investment Banking company. The information my colleagues and I learned was varied and we were taught standard company training. Also, we learned from working with the employees of the American Express Investment Banking Company and the customers that called in or customers that we had called. I spent time speaking also to other cities at headquarters of the American Express Investment Banking Company, sending faxes and also using computer generated communication. Additionally, I sent out much mail to American Express customers. I had many meetings directly with clients and also planned and held many public. seminars so I began to be more comfortable speaking to groups of people. The workday began very early and I worked sixty hour work weeks. I learned to be a specialist in several areas that required much time to ask questions and thankfully the people that I worked with were peo
ProsI liked being able to learn work information and present it logically
ConsManagement was very supportive and helped make work fun
Trabajé para esta empresa un año, fue una pesadilla. Tienen un sistema de calificación 100% injusto para el representante de atención al cliente. La empresa tiene problemas en todos los ámbitos, las tarjetas no pasan en un 50% de los casos, el sitio de Internet se cae a cada rato, las disputas de cargos ni siquiera las leen los del departamento de disputas, que además están ubicados en India, la gente tiene que llamar como 10 veces para re-disputar sus cargos. Además hablan diario para quejarse porque estás en México y no en Estados Unidos, y la calificación que te dan gracias a todos estos desperfectos, resulta que es TU calificación y con eso te pagan y te dan bonos! Tienes que tener muy buena suerte para que no te toquen los clientes mas molestos, porque de ser así, ya saliste de la empresa!
Y por si fuera poco, no tienes tiempo ni para comer, con trabajos y logras ir al baño, yo tenía que comer durante la llamada, para eso sí tienen un carrito de comida chatarra y te la puedes comer poniendo a la persona en espera. Solo que si te cachan te pueden correr... jajaja, si no es chana es juana, pero ahí sí eres esclavo como lo quieras ver.
Pero eso sí, te lo disfrazan como ensueño, te lo hacen ver como si estuvieras en un lugar privilegiado, el proceso de contratación te hace pensar que estás tomando un súper trabajo, espérate a vivirlo en carne propia. No te dejes engañar, son puras apariencias! Lo peor de todo, tienen una lista de valores que supuestamente la empresa p
ProsSeguro de gastos medicos mayores
ConsSupervisores deshonestos, sistema de evaluaciones injusto, no paras de tomar llamadas, no tienes tiempo para comer, no puedes convivir con tus compañeros
Technical Lead representing U.S. on the design, development and support of a global American Express Customer Statement system. Traveled overseas to provide technical consultation on U.S. domestic and international postal regulations, statement volumes and capacity performances, marketing functionality and assure compliance with regulatory reporting requirements
Participated in the development of Quality Control team processes and rollout of a QC team that led to a 400% improvement in change failure. Conducted design reviews, recommended process improvements, ensured applications were constructed using standardized methodologies, enforced coding guidelines/testing requirements and coordinated project implementations. Our recommendations resulted in over $200,000 saved in project implementation failures and maintained zero defects for 10 months.
Principal designer and developer of an automated testing facility that reduced setup time by 90%, resource needs by 75% and test execution time by 50%. Published the American Express U.S. Billing Test Procedures guidebook. Assigned/managed a test team to standardize test requirements, procedures and expected test results for American Express billing software. The test team supported 50% more efforts in the same timeframe than prior application teams.
Technical lead and mentor responsible for knowledge transfer to an international outsourcing team (Syntel) responsible for American Express Acquisition systems product
Recognizing and solving merchant’s issues.
Took supervisor calls for escalations.
Worked guideline questions (help peers with solutions, questions and procedures).
OJT Coach helping new hires with solutions, questions and procedures.
Evaluating and analyzing account information and recommending tailored solutions for merchants.
Helped merchants and employees with password resets/trouble shooting.
Worked in a fast paced call center taking approximately 100 calls per day.
Worked chargeback/disputes with explaining rules, regulations, policies, procedures and decisions/outcomes of approvals or denials.
Delivered extraordinary customer care by responding to questions concerning merchant accounts.
Documenting necessary account information.
Maintained extraordinary performance standards, including effectiveness, efficiency and quality.
Accurately responding to phone calls from existing customers.
Utilizing computers & mathematics to calculate differential equations.
Collect statistical data, explain complex mathematical information, and compile numerical or statistical data.
Verify signatures for financial transactions
Examine financial documents to verify issue
Gather relevant financial data
Verify data from invoices to ensure accuracy
Analyze financial information to project future revenues or expense
Inspect account books or system for efficiency, effectiveness, or acceptability.
Inform clients of fluctuations
Questions And Answers about American Express
What are the perks offered by American Express?
Asked 24 Apr 2017
Americian Express Bank too much quick operation and quick reply any kind of customer question arises from time to time
Answered 18 Aug 2019
Because there best career and secure life and international label company. with good sallery, healthy work invoriment place so everyone like these
Answered 26 Oct 2018
How did you feel about telling people you worked at American Express?
Asked 17 Apr 2017
100 point company job
Answered 5 Dec 2018
I want to share my skills and qualities to build my carrier as well as grow up the organisation, where I am working.
Answered 1 Sep 2018
What is interview process like at American Express?
Asked 10 Apr 2017
They see the right person at right job at right time who is capable for there frim...
Answered 14 Jun 2018
It is good and they ask you the basic things for customer service
Answered 8 Aug 2017
What is the company culture at American Express?
Asked 26 Mar 2017
It seems that the above company is reasonable in all the ways in Indian work culture.
Answered 30 Jan 2018
Genuinely growth oriented and performance driven, high on work ethics
Answered 18 Sep 2017
What's the salary package of assistant analyst in the company