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 this 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.
How will you make an impact in this role?
In Customer Relations, you will be responsible for the handling of escalated customer complaints from within TCE ANZ, as well as from other lines of business and external sources. Actions include:
- Conducting root cause analysis of complaints, including complex investigations across TCE and other business units.
- Connecting with customers on all Amex products via their preferred method, utilising defined call and email standards.
- Adhering to all policy and regulatory requirements, including Complaint Quality and Timeliness.
- Providing complaint guidance to consultants, Relationship Managers and Leaders including coaching delivery.
- Identifying any potential Issues that could affect TCE or American Express and appropriately referring.
- Navigating across the business to build strong working relationships with the teams, business partners and senior leaders, as well as external vendors and escalation contacts.
Previous experience and qualifications that will help you in this role include:
- Proven ability to handle escalated customer contacts in current role.
- Excellent verbal and written communication skills, including relationship building abilities
- Sound knowledge of relevant financial regulator policies, with clear understanding of how they would relate to American Express complaint handling.
- Experience using GDS system Sabre, Outlook and Connex
- Strong analytical and problem-solving skills.
- Thorough organizational and time management skills.
- Good knowledge of American Express products and benefits
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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.