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Complaints Resolution Specialist

2 months 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 complaints are handled according to regulatory obligations, while prioritizing case work with a balance for efficiency and quality, as well as reducing financial costs from our Regulators AFCA & FSCL.
  • Manage in-depth regulatory claims and requests from customers, regulators, and government agencies in full transparency and integrity.
  • Communicate findings in writing and via telephone, providing clear and concise explanations to customers.
Requirements:
  • Customer Service experience
  • Outstanding verbal and written communication skills
  • American Express Card Product knowledge/Process and Procedure knowledge
  • Interpersonal skills in order to build strong relationships with card members and other lines of businesses.
  • A problem-solver, with the ability to de-escalate difficult conversations.
  • Ability to multi-task, prioritize, structure your working day
What We Offer:
  • Competitive base salaries
  • Bonus incentives
  • Support for financial-well-being 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 on-site 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.