American Express
Global Complaints & Privacy (GC&P) – Complaint Handler
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Job Description
Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
Do you have a passion for solving problems and creating great outcomes for both customers and the business? Is the Customer First ethos and root cause analysis at the centre of everything you do? If you’re looking for a role that combines risk management, utilizing your network to create innovative solutions and strengthening customer relationships, Global Customer & Privacy could be the place for your next career move.
The UK Complaint Operations Team, based in Brighton, 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 of Section 75 of the Consumer Credit Act, as well as liaising with the Financial Ombudsman to ensure full transparency and integrity.
We’re currently recruiting for a Complaints Handler to join our successful, dynamic department.
How will you make an impact in this role?
The role will be very varied, and the successful applicant 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.
Go above and beyond at a company that sets the standard for customer-first service.
Responsibilities
Key Responsibilities include:
- Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with FCA principles
- Treating Customers Fairly (TCF) principles
- Striving to embody a Customer First ethos in all interactions with Cardmembers and Merchants, via phone, email and letter in order to repair and strengthen the relationship
- Impartially reviewing all relevant evidence in order to address all aspects of a complaint, and arriving at the fairest outcome
- Understanding and accurately representing the root cause of complaints
- 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 in a way that is clear, fair and not misleading, both on the phone and in writing.
- Providing detailed fact-based feedback to our Business partners 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 detailed processes for reporting potential systemic issues
- Ensuring your workload is managed effectively, progressing cases simultaneously and reaching out to other departments, to obtain swift resolutions!
- Responsible for allocations and inventory.
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Qualifications
- Experience in Written/Verbal communication.
- Previous Complaint Handling experience preferred.
- Experience in dealing with customers (card or merchant) previously is a must.
- Resilience and a desire to thrive under pressure.
- Strong ability to manage multiple workloads in a target driven environment.
- High standard of written communication
- Positive relationship management and interpersonal skills
- Ability to adapt to a changing environment.
- Demonstrated experience in handling challenging conversations.
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Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
About Us
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.
About The Team
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.
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