Apprentice - Disputes Gate Team

Job Description

Work Location Options:

Hybrid

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviours, and an unwavering commitment to back our customers, communities, and colleagues. 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?

American Express is on a journey to provide the worlds best customer experience every day. The Dispute and Fraud 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 worlds best customer experience every day

Ability to Take Quick Decisions and Respond to Customer Inquiries

Deliver extraordinary customer care by responding to questions concerning

Provide Superior Customer Experience on Calls to Consumer Card Members

Resolve all Customer Queries and Follow Established Procedures as Appropriate

Provide alternatives and apply Superior Service No, Call Handling Skills

To Ensure Best Possible Solutions and FCR to Card Members

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

Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment

Grow and nurture customer relationships on every interaction that results in measurable customer value

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

Bachelors 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

Shift Timings - 24/7 & Rotational shifts including night shifts

Preferred Qualifications

Proficiency in basic computer applications (e.g., Microsoft Office Suite)

Ability to work effectively in a team environment

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, youll experience this powerful backing:

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

Career development and training opportunities

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