Complaints Resolution Specialist

3 weeks ago

Sydney, New South Wales, Australia American Express Full time
Complaints Resolution Analyst

About the Role

We are seeking a highly skilled Complaints Resolution Analyst to join our team at American Express. As a key member of our Global Customer Research and Solution team, you will be responsible for investigating and resolving complaints received from our customers and regulatory bodies in a fair and reasonable manner.

Key Responsibilities

  • Investigate and resolve complaints in a timely and efficient manner
  • Communicate with customers and regulatory bodies to gather information and resolve issues
  • Collaborate with other teams to determine the correct outcome and implement solutions
  • Write clear and concise responses to complaints and communicate findings to customers
  • Manage and prioritize a high-volume caseload to meet regulatory requirements and business objectives

Requirements

  • Customer service experience with a focus on complaint resolution
  • Excellent verbal and written communication skills
  • American Express card product knowledge and process knowledge
  • Interpersonal skills to build strong relationships with customers and colleagues
  • Problem-solving skills to de-escalate difficult conversations
  • Ability to multitask and prioritize tasks to meet deadlines

What We Offer

  • Competitive base salary and bonus incentives
  • Comprehensive medical, dental, and vision benefits
  • Flexible working model with hybrid, onsite, or virtual arrangements
  • Generous paid parental leave policies
  • Free access to global on-site wellness centers and confidential counseling support
  • Career development and training opportunities

About American Express

At American Express, we are committed to providing our customers with the best possible experience. We value our colleagues and their contributions to our success, and we offer a range of benefits and programs to support their well-being and career development.

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