Customer Care Professional

At American Express, our culture is built on a 175-year history of innovation, shared At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, youll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role

American Express is on a journey to provide the world s best customer experience every day. The Dispute Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.

• Accountable for both customers card members and merchants
• Require mastering the process of handling card member disputes of various types while being aware of what s required to support the merchant needs
• Expectation to know E2E disputes journey and handle E2E of disputes conversation with customers
• Higher handling time is required as we need to communicate thoroughly and effectively with card members to gather information and documentation for dispute resolution
• Additional metrics accountability i.e. disputes metrics in addition to call center metrics
• Display exceptional attention to detail by thoroughly reviewing card member/merchant related documents or proofs and case notes
• Ability to thoroughly review information/documents using multiple tools and ensure appropriate course of action is pursued
• Ability to maintain professionalism and empathy during challenging customer interactions on financial transactions
• Identify trends and patterns, if any, and highlight with the relevant teams
• Ability to make sound decisions based on available evidence
• Knowledge of US Federal Regulations Z and understanding of the industry disputes trends
• Ability to make reasonable judgement when dealing with sensitive situations like CCR events, Merchant Bankruptcy, etc.
• While disputes are the primary focus and majority of the calls handled by the team, they also handle general servicing queries, requiring knowledge of all servicing needs in addition to specialization in disputes
• Stay upbeat with changing merchant policies like return/refund/cancel policies etc. for Top of Chain merchants
• Use of additional tools like GDM, Griffin, FCIA, Digipedia etc

Key Attributes:

• Logical Reasoning & Critical thinking
• Handling difficult conversations
• Effective and Prompt Decision Making
• Administering Service-No scenarios
• Clear communication and active listening

Minimum Qualifications

• Minimum 10+2 in any workstream
• Minimum 1 Year experience in International Voice Process

Preferred Qualifications

• Excellent communication skills
• Preferably Graduate in any stream

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: