Complaints Resolution Specialist

4 weeks ago

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

At American Express, we're committed to delivering exceptional customer experiences. As a Complaints Resolution Analyst, you'll play a critical role in ensuring our customers receive fair and timely resolutions to their complaints.

Key Responsibilities:
  • Investigate and resolve complaints received from customers or their third-party representatives in a fair and reasonable manner.
  • Ensure compliance with regulatory obligations, prioritizing case work for efficiency and quality while reducing financial costs from regulators AFCA & FSCL.
  • Collaborate with the Global Customer Research and Solution team to handle complaints in a fair, consistent, and timely manner.
  • Manage in-depth regulatory claims and requests from customers, regulators, and government agencies with transparency and integrity.
Requirements:
  • Customer service experience with a focus on complaint resolution.
  • Excellent verbal and written communication skills.
  • American Express Card Product knowledge and process/procedure knowledge.
  • Interpersonal skills to build strong relationships with card members and other lines of business.
  • A problem-solver with the ability to de-escalate difficult conversations.
  • Ability to multitask, prioritize, and structure your working day.
What We Offer:
  • Competitive base salaries and bonus incentives.
  • Support for financial well-being and retirement.
  • Comprehensive medical, dental, vision, life insurance, and disability 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.

We're committed to creating a diverse and inclusive workplace where everyone feels valued and supported. If you're passionate about delivering exceptional customer experiences and have a strong commitment to fairness and integrity, we encourage you to apply for this exciting opportunity.

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