Complaint Resolution Analyst

How will you make an impact in this role?

The Global Customer Research and Solution team (GCRS) is responsible for handling complaints received from Customers and Merchants in a way that is fair, consistent and timely.

Additionally, we manage in-depth regulatory claims and requests from customers, regulators and government agencies in full transparency and integrity. The team manages complaints on behalf of all areas of the business, including regulatory complaints from AFCA, FSCL, and other regulatory bodies in Australia and New-Zealand.

In this role, you will be responsible for thoroughly investigating all aspects of a complaint, interacting with customers and seeking to understand every aspect of their complaint. You will utilise customer facing tools, partner with teams and leaders across the enterprise, and make decisions that are fair, and make sense. You will seek out and escalate areas of opportunity across the entire customer journey, driving positive change for our customers and business.

You will receive on the job training and be closely supported to ensure that you have the knowledge and confidence to respond to all customer complaints across Consumer, Commercial and Merchant portfolios. You will be responsible for handling “Internal Dispute Resolution”, “External Dispute Resolution” along with regulatory requests, Privacy Requests, and Subpoenas. As such, we are looking for someone with an inquisitive mind and a self-starting attitude.

• Listen to customers, and communicate constantly throughout their complaint journey
• Use all available tools, and partner with all teams necessary to determine the right way forward
• Be inquisitive and look for ways to improve our customers’ experience with Amex, making their lives better
• Maintain high levels of organisation, and availability across all channels of contact
• Be an active and supportive colleague within a high performing team, and the wider enterprise

• Customer service experience and passion is essential
• Outstanding verbal and written communication skills
• Interpersonal skills and ability to build relationships with customers and colleagues
• Able to solve problems, and seek them out, with the ability to remain calm during challenging scenarios and interactions
• Ability to manage your time, prioritise, and keep on track
• Complaints, credit or financial services experience is highly regarded
• Familiarity with customer journeys, card products, processes and procedures is highly regarded

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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