Are you looking for an opportunity to build your career in customer service, banking operations or fraud investigation? American Express is inviting applications for the position of Customer Service Analyst in Gurugram, Haryana. This full-time opportunity is part of the company’s Global Dispute Services โ Fraud team and focuses on supporting the US Fraud Back Office operations.
The Customer Service Analyst role involves analysing fraud claims, investigating suspicious transactions, reviewing customer and merchant disputes, processing chargebacks and ensuring accurate decisions. Candidates interested in financial services, customer operations, risk management and fraud prevention may find this opportunity relevant.
The position follows a hybrid working model and requires candidates to work in rotating shifts, including nights, weekends and holidays when required. A bachelor’s degree is listed as the required degree level.
In this article, we cover the American Express Customer Service Analyst job details, eligibility criteria, responsibilities, required skills, salary information, benefits, interview preparation and application process.
Customer Service Analyst Job Overview โ American Express
Here are the important details from the official job description supplied.
| Particulars | Details |
|---|---|
| Company | American Express |
| Job Role | Customer Service Analyst |
| Department | Global Dispute Services โ Fraud |
| Job Category | Operations / Customer Service |
| Job Identification | 26016113 |
| Job Location | Gurugram, Haryana, India |
| Work Mode | Hybrid |
| Employment Type | Full-Time |
| Education | Bachelor’s Degree |
| Experience | Not specified in the supplied description |
| Job Shift | Rotating |
| Working Schedule | May include nights, weekends and holidays |
| Key Responsibilities | Fraud analysis, dispute investigation, merchant chargebacks and customer support |
| Preferred Knowledge | Fraud procedures and American Express products |
| Salary | Not disclosed |
| Posting Date | 5 November 2026 |
| Application Deadline | 13 November 2026, 12:00 AM (as displayed in the listing) |
| Job Status | Check the official portal for current availability |
Important: The job description does not specify the required years of experience or exact salary package. Candidates should check the official application page for any additional requirements.
About American Express
The company works across several areas, including payments, financial services, risk management, customer experience and merchant services.
According to the supplied job description, American Express has a long history of innovation and focuses on maintaining trust, security and service quality for customers, merchants and business partners.
Its employees work across different business functions, supporting customer requirements and helping the company manage financial transactions and operational processes.
American Express also highlights professional development, employee well-being, collaboration and opportunities to learn new skills as important parts of its workplace culture.
Customer Service Analyst โ Job Role Explained
The Customer Service Analyst position is part of American Express’s Global Dispute Services โ Fraud team.
This team supports the US market and handles fraud-related disputes involving Card Members and Merchants. The work requires careful analysis of transaction information, customer claims and merchant documentation.
When a customer reports an unauthorised or suspicious transaction, the dispute team reviews the available information and determines the appropriate action based on applicable procedures.
The analyst must balance customer interests with the interests of American Express while maintaining decision accuracy, compliance and service quality.
This role combines customer service, transaction analysis, fraud investigation and financial operations.
Customer Service Analyst Eligibility Criteria
Candidates interested in the American Express Customer Service Analyst position should carefully review the following requirements.
Educational Qualification
The official job information lists a Bachelor’s Degree as the required degree level.
The supplied description does not specify a particular stream, specialisation or minimum academic percentage.
Applicants should check the official application form for any additional education requirements.
Work Experience
The job description does not mention a specific minimum or maximum number of years of experience.
Candidates should therefore refer to the official application portal for any experience-related conditions.
Fraud Knowledge
Knowledge of fraud procedures is preferred.
Candidates who understand transaction disputes, unauthorised card transactions, fraud investigation and chargeback processes may find this knowledge useful.
However, the description lists this as preferred knowledge rather than a clearly stated mandatory qualification.
Customer Service Skills
A strong service-oriented mindset is important.
Candidates should be comfortable understanding customer concerns, communicating professionally and handling sensitive financial disputes.
Shift Flexibility
Applicants must be willing to work all shifts, including:
- Regular business hours.
- Non-business hours.
- Overnight shifts.
- Weekends.
- Holidays.
The job follows a rotating shift schedule, so candidates should consider this requirement before applying.
Hybrid Work Arrangement
The position requires employees to report to work according to the hybrid working model.
The exact number of office and work-from-home days is not specified in the supplied description.ntly.
Why Consider a Customer Service Analyst Career at American Express?
This opportunity may be relevant to candidates interested in financial operations, customer service and fraud management.
Some potential learning areas include:
Exposure to Financial Services Operations
Working in Global Dispute Services can provide an understanding of how card-related disputes and fraud claims are managed.
Fraud Investigation Knowledge
The role involves reviewing suspicious transactions, examining evidence and understanding fraud-related procedures.
Customer Communication Experience
Candidates can develop professional communication skills by handling customer queries and coordinating with merchants.
Analytical and Decision-Making Skills
Reviewing complex information and making accurate decisions can help strengthen analytical thinking.
Process and Quality Management
The position involves transactional quality, compliance and productivity targets, providing exposure to structured operational processes.
Employee Development and Benefits
American Express highlights learning opportunities, career development, leadership growth and employee well-being support.
American Express Employee Benefits
The supplied job description mentions several benefits available to employees, depending on location and applicable policies.
| Benefit | Details |
|---|---|
| Base Salary | Competitive base salaries |
| Bonus | Bonus incentives |
| Financial Well-Being | Support for financial well-being and retirement |
| Health Coverage | Medical, dental, vision, life insurance and disability benefits, depending on location |
| Work Flexibility | Hybrid, onsite or virtual arrangements depending on role and business needs |
| Parental Leave | Paid parental leave policies, depending on location |
| Wellness Centres | Access to global on-site wellness centres in applicable locations |
| Mental Health Support | Confidential counselling through the Healthy Minds program |
| Career Development | Training and professional development opportunities |
The availability and terms of these benefits may vary by location and employment conditions. Candidates should confirm the applicable benefits during recruitment.
Final Words
The Customer Service Analyst opportunity at American Express is worth exploring for candidates interested in customer service, fraud investigation, financial operations and dispute management.
The role provides exposure to fraud claim analysis, merchant chargebacks, suspicious transaction investigation and customer communication. Candidates should carefully review the bachelor’s degree requirement, hybrid work arrangement and rotating shift expectations before applying.
If your qualifications and interests match the role, prepare your resume and search for job ID 26016113 on the American Express careers portal.
