AMEX

3 Pages 874 Words

I work at American Express in the Credit Operations Department. The Credit Department handles incoming and outgoing phone calls from cardmembers whose accounts are past due or out of pattern. The databases used in my department are Microsoft Access and Lotus Notes. American Express as a company uses IBM’s DB2 as its main database.

Microsoft Access is a database used for the storing of information. The systems used in the Credit Department under Access are IMSS, IMSW, CASW, OLR, Fast Data, ACS, and Legacy. The IMSS System is the system that shows cardmembers accounts and transactions. Information can be changed or updated on this system. It allows for easy access to account information for representatives. The IMSW system is mainly the same as IMSS except is has one more screen access that IMSS does not. It also allows for updating and changing of information on accounts. The CASW system shows authorizations of charges and also allows for changes to be made on this system. It shows the approvals and declines of charges the cardmembers are doing. OLR is an information only system for representatives. It is an easy access system that shows any information to do a complete work effort. It gives proper answers to unusual or infrequent questions and is a reference. The Fast Data System is also only a reference. It is used to locate information on cardmembers, such as, addresses and phone numbers. It can be used in place of directory assistance. The ACS system is an automated calling system that monitors the call volumes and transfers representatives from inbound to outbound when needed. This system is currently being replaced with Davox in March and April of 2001. ACS is 10 years old and Davox is a newer, more sophisticated program for managing representatives while improving operational effectiveness. The Legacy system is another system that shows account information only on Triumph accounts. It can also be changed a...