Job Description

The Global Customer Research and Solution team 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 in respect to RBI Guidelines as well as liaising with the Financial Ombudsman to ensure full transparency and integrity.

Our Complaints Analysts are responsible for thoroughly investigating all sides of a complaint, speaking to customers to fully understand every aspect of the problem. You’ll explore all of our systems and processes, gathering evidence and liaising with other teams to determine the correct outcome. You will then communicate your findings in writing and via telephone.

The role will be very varied and successful applicants will receive full training and support to ensure that they have the knowledge to cover complaints for all areas of the Blue Box – including Consumer, Commercial and Merchant.As such, an inquisitive mind and a self-starting attitude is a pre-requisite.

• Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with RBI Guidelines and Principles
• Striving to embody a Customer First ethos in all interactions with Cardmembers and Merchants, via phone, email, and letter to repair and strengthen the relationship
• Compiling accurate and complete case files, showing evidence of systems used during investigation and updating notes within your file to reflect actions/progress of investigation
• Impartially reviewing all relevant evidence to address all aspects of a complaint, and arriving at the fairest outcome
• Utilising a variety of systems and working with other departments and business partners to obtain complete understanding of the circumstances surrounding the complaint in order to reach an appropriate decision
• Reviewing Terms and Conditions of our Cards, Merchants, Insurance products, marketing offers, promotions, and policies and procedures to determine whether a complaint should be upheld or rejected
• Articulating the outcome of the investigation to the complainant clearly, fair, and not misleading
• Working closely with Compliance, GCO and business partners to obtain a resolution on complaints
• Providing detailed fact-based feedback following our documented feedback process to prevent future complaints
• Keeping up to date with product, policy and procedural changes affecting your role and potential outcome of complaints
• Identifying and following documented processes for reporting potential systemic issues in order to prevent future complaints
• Ensuring your workload is managed effectively, progressing cases simultaneously and reaching out to other departments, in order to obtain swift resolutions.

Minimum Qualifications

• Bachelor’s degree
• Not more than 5 years of difference between highest education degree completion date and
• Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• A willingness to learn and adapt to new tasks and challenges• Ability to maintain confidentiality

Preferred Qualifications

• Proficiency in basic computer applications (e.g., Microsoft Office Suite)
• Ability to work effectively in a team environment

Compliance Language

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. As part of Team Amex, you’ll experience this powerful backing:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Career development and training opportunities

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.