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Complaints Resolution Specialist

2 months ago

Sydney, New South Wales, Australia AMEX Full time

Job Summary

The Complaints Resolution Specialist will be responsible for investigating and resolving customer complaints in a fair and reasonable manner. The primary objectives are to ensure any 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.

Key Responsibilities

  • Investigate and resolve customer complaints received from our customers or their third-party representatives.
  • Communicate with customers to fully understand every aspect of the problem.
  • Explore all of our systems and processes, gathering evidence and liaising with other teams to determine the correct outcome.
  • Communicate findings in writing and via telephone.
  • Manage internal dispute resolution, external dispute resolution, and regulatory requests and subpoenas.

Requirements

  • Customer service experience.
  • Outstanding verbal and written communication skills.
  • American Express card product knowledge and process and procedure knowledge.
  • Interpersonal skills 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, and 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.
  • Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
  • Generous paid parental leave policies.
  • Free access to global on-site wellness centers staffed with nurses and doctors.
  • Free and confidential counseling support through our Healthy Minds program.
  • Career development and training opportunities.