American Express Careers

Customer Care Professional- Platinum Dispute Gate (DGT)

Sunrise, Florida
Customer Care Operations

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Job Description

If you are passionate about serving customers, results driven and interested in working for a world-class global brand, then the American Express Dispute Gate Platinum Customer Care Professional position may be an ideal fit for you. As a Dispute Gate Platinum Customer Care Professional, you serve as the face and voice of the American Express brand. You have the opportunity to make a meaningful difference in the lives of customers. Our unique servicing philosophy, Relationship Care® puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company. 

American Express Dispute Gate Platinum Customer Care Professionals deliver extraordinary care by promptly and accurately responding to customer billing inquiries. Customer Care Professionals strive to make it easy to do business with us, solving customer issues, while celebrating their value to us.
As a Dispute Gate Platinum Customer Care Professional you will receive enhanced training to build your expertise in managing customer disputes. The Platinum Disputes Gate Team (DGT) allows 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.

What would you do every day as a Platinum Customer Care Professional?  
Commit to becoming an expert in the end-to-end billing inquiry process, which includes: 
  • Accurately setting up dispute inquiries  
  • Providing updates on existing dispute cases to card members   
  • Providing alternative direction for card members seeking to dispute a charge, when necessary  
  • 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 


  • Minimum of 3-5 years of customer service experience with a passion for building customer loyalty through exceptional listening, problem solving, relationship building, and strong written and verbal communication
  • Analytic skills and close attention to details to ensure Dispute cases are set up accurately
  • Ability to effectively set-up and handle dispute cases
  • Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a windows environment
  • Proven ability to handle multiple priorities, work in a fast paced environment and make decisions quickly
  • Passion and experience in the delivery of premium customer service
  • Effective mediator and creative/dynamic thinker
  • Experience owning or working in a small business a plus
  • Proficient in Microsoft applications such as Word and Excel
  • Demonstrated consultative experience, ability to influence, resourcefulness
  • Bachelor’s Degree in Business or other related field preferred
  • Compliance with Merchant Rules in ROADS preferred
This position operates in a 24/7 environment, the ability to work a non-traditional schedule is required.

This position is based in Sunrise, Florida.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19015024
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 9, 2019, 4:37:15 PM
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