You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security and service.
1. Function Description
American Express is on a journey to provide the world’s best customer experience every day. The Dispute and Fraud Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.
2. Purpose of the Role
To Solve for Amex CM queries efficiently and provide the world’s best customer experience every day.
Provide Superior Customer Experience on Calls to Consumer Card Members.
Resolve all Customer Queries and Follow Established Procedures as Appropriate.
Provide alternatives and apply Superior Service No, Call Handling Skills
To Ensure Best Possible Solutions and FCR to Card Members.
Deliver to the Customer, Employees and Shareholder Metrics as per Goals.
Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands
To Meet Their Needs and Ensure Quality Service is given at all times.
Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries.
Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
Grow and nurture customer relationships on every interaction that results in measurable customer value
Document necessary account information and offer custom solutions that benefit the customer
Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality.
4. Critical Factors to Success
5. Past Experience
6. Academic Background
7. Skills/Capabilities across Functional, Technical, Knowledge of Platforms & Behavioral areas
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 24, 2021, 3:48:37 AM