Complaints Resolution Analyst

1 week ago

Sydney, New South Wales, Australia Amex Full time

You Lead the Way. We've Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways.

When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other.

Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.


At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success.

Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day.

And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?
Investigate and resolve complaints received from our Customers or their third-party representatives in a fair and reasonable manner.

The primary objectives being to ensure any complaints are handled according to regulatory obligations, while prioritising case work with a balance for efficiency and quality, as well as reducing financial costs from our Regulators AFCA & FSCL.


About the 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 from all sides of business including regulatory complaints from AFCA, FSCL and other regulatory bodies in Australia and New-Zealand market.


The individual will be responsible for thoroughly investigating all sides of a complaint, speaking to customers to fully understand every aspect of the problem.

You'll explore all of our systems and processes, gathering evidence and liaising with other teams to determine the correct outcome.

You will then communicate your findings in writing and via telephone.


The role will be very varied and successful applicant will receive full training and support to ensure that they have the knowledge to cover complaints for all areas of the Blue Box -including Consumer, Commercial and Merchant.

As such, an inquisitive mind and a self-starting attitude is a pre-requisite. The role will be responsible for handling "Internal Dispute Resolution" along with regulatory requests and Subpoenas.

Responsibilities:

  • Logging into WDE (phone system) to be available to make calls and take incoming calls
  • Reviewing your work queue for any new cases and due dates
  • Research/investigate and resolve complaints
  • Write letter responses to incoming complaints
  • Interacting with other business units

Experience and Skills:

  • Dispute resolution experience within the financial services industry is a must
  • Outstanding Verbal and written communication skills
  • Interpersonal skills in order to build strong relationships with card members and other lines of businesses.
  • A Problemsolver, with the ability to deescalate difficult conversations.
  • Ability to multitask, prioritise, structure your working day


As an operations Support colleague, you will be able to build relationships and expand your Australian, Europe, India and US network within Amex.

This role will enable you to expand your skills set, you will learn how to work any complaint and service any type of situation

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life.

Benefits include:

  • Competitive base salaries
  • Bonus incentives
  • Support for financialwellbeing and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (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 onsite wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities

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