Operations Support

2 weeks ago

Gurgaon, Haryana, India Amex Full time

You Lead the Way. We've Got Your Back.

  • With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
  • At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
  • Join Team Amex and let's lead the way together.
    How will you make an impact in this role?
  • Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.
  • 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 indepth 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.
  • Our Customer Care Investigation Specialists 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 selfstarting attitude is a prerequisite.

Responsibilities:

  • Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with FCA's Treating Customers Fairly (TCF) principles
  • 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 factbased 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.

Experience and Skills:

  • Previous Complaint Handling experience preferred
  • Experience in dealing with customers previously is a must.
  • Resilience and a desire to thrive under pressure
  • Strong ability to manage multiple workloads in a target driven environment
  • Positive attitude and desire to be a true team player.
  • High standard of written communication
  • Strong relationship management and interpersonal skills
  • Ability to adapt to a changing environment
  • Demonstrated experience in handling challenging conversations


American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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