How will you make an impact in this role?
The Global Customer Research and Solution team (GCRS) is responsible for handling complaints received from Customers and Merchants in a way that is fair, consistent and timely.
Additionally, we manage in-depth regulatory claims and requests from customers, regulators and government agencies in full transparency and integrity. The team manages complaints on behalf of all areas of the business, including regulatory complaints from AFCA, FSCL, and other regulatory bodies in Australia and New‐Zealand.
In this role, you will be responsible for thoroughly investigating all aspects of a complaint, interacting with customers and seeking to understand every aspect of their complaint. You will utilise customer‐facing tools, partner with teams and leaders across the enterprise, and make decisions that are fair and make sense. You will seek out and elevate opportunities across the entire customer journey, driving positive change for our customers and the business.
You will receive on‐the‐job training and be closely supported to ensure that you have the knowledge and confidence to respond to all customer complaints across Consumer, Commercial and Merchant portfolios.
You will be responsible for handling "Internal Dispute Resolution", "External Dispute Resolution" along with regulatory requests, Privacy Requests, and Subpoenas. As such, we are looking for someone with an inquisitive mind and a self‐starting attitude.
Qualifications
* Customer service experience and passion is essential.
* Outstanding verbal and written communication skills.
* Interpersonal skills and ability to build relationships with customers and colleagues.
* Able to solve problems actively and remain calm during challenging scenarios and interactions.
* Ability to manage your time, prioritise, and keep on track.
* Complaints, credit or financial services experience is highly regarded.
* Familiarity with customer journeys, card products, processes and procedures is highly regarded.
Benefits
* Competitive base salaries.
* Bonus incentives.
* Support for financial‐well‐being and retirement.
* Comprehensive medical, dental, vision, life insurance, and disability advantages (depending on location).
* Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
* Generous paid parental leave policies (depending on your location).
* Free access to global on‐site wellness centres staffed with nurses and doctors (depending on location).
* Free and confidential counselling support through our Healthy Minds programme.
* Career development and training opportunities.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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