Job Description

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Work's Best Company To Work For 2025

American Express is on a journey to provide the world’s best customer experience every day. The SBS Dispute Gate (DGT) team, within Global Services Group (GSG), will allow 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.

This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required. To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day

• Ability to Take Quick Decisions and Respond to Customer Inquiries

• Deliver extraordinary customer care by responding to questions concerning disputes

• Provide Superior Customer Experience on Calls to American Express Card Members

• Resolve all Customer Queries and Follow Established Procedures as Appropriate

• Provide alternatives and effectively handle service no scenarios

• Deliver to the Customer, Employees and Shareholder Metrics as per Goals

• Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands

• To Meet Their Needs and Ensure Quality Service is given at all times

• Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries

• Document necessary account information and offer custom solutions that benefit the customer

• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Minimum Qualifications:

• At least college level – Bachelor’s Degree Graduate/Undergraduate, Associate Degree Graduate/Undergraduate, Vocational Course Graduate/Undergraduate; Not OK with SHS Graduate

• Okay with old curriculum HS graduate as long as with solid BFSI experience

• At least 1 ½ years of inbound BPO experience with VOCM/CSAT/NPS/RTF/OSAT in most recent experience is REQUIRED.

• Good communication skills candidates should have the ability to handle free flowing conversation – A natural conversationalist

Preferred Qualifications:

• BFSI is preferred but not required.

• Dispute/fraud experience is preferred but not required.

• Open to candidates with current support/TL roles , no phone time required.

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig 
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home) 
• Work From Home Requirements: 
• Must have at least 25 mbps internet connection plan / speed 
• Must have a private & quiet area to work at home 
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.
 
If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).

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.