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About the Role

The Global Customer Research and Solution team (GCRS) handles customer and merchant complaints fairly, consistently, and timely. This role involves investigating complaints, interacting with customers, and making fair decisions. You will also identify and escalate opportunities for improvement across the customer journey.

Responsibilities

• Thoroughly investigate all aspects of a complaint.
• Interact with customers to understand their complaints.
• Utilize customer-facing tools.
• Partner with teams and leaders across the enterprise.
• Make fair and sensible decisions.
• Seek out and escalate areas of opportunity across the entire customer journey.
• Handle Internal Dispute Resolution.
• Handle External Dispute Resolution.
• Handle regulatory requests.
• Handle Privacy Requests.
• Handle Subpoenas.

Requirements

• An inquisitive mind.
• A self-starting attitude.
• Successful completion of a background verification check, subject to applicable laws and regulations.

Work Type

• Hybrid
• Onsite
• Virtual

Salary/Compensations

• Competitive base salaries
• Bonus incentives

Benefits

• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• 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

About the Company

• American Express has a 175-year history of innovation, shared values, and Leadership Behaviors.
• The company has an unwavering commitment to back its customers, communities, and colleagues.
• American Express delivers differentiated products and provides world-class customer service.
• The company operates with a strong risk mindset, upholding its brand promise of trust, security, and service.
• Team Amex offers powerful backing with comprehensive support for holistic well-being.
• Opportunities to learn new skills, develop as a leader, and grow careers are available.
• Employee voices and ideas matter, and their work makes an impact.
• Together, employees help define the future of American Express.