Complaint Specialist (Future Opportunities)

American Express International Inc.; Taguig; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Comprehensive benefits

Hybrid work model

Medical coverage

Wellness centers

Healthy Minds counseling

Parental leave

Meals onsite

Internet allowance

Job summary

American Express is seeking a Complaint Specialist within the Global Complaints & Privacy organization to handle second level review for Travel & Concierge Experiences (TCE). You will research, validate and resolve complex Card Member issues.

You will manage complaint inventory, communicate with Card Members, and help identify recurring themes to improve processes, with a hybrid onsite/remote schedule.

Qualifications

• Minimum of 2 years of proven TCE experience and/or travel industry knowledge.
• Experience identifying and creating complaints in Global Complaints on CLIC (GCC) including AENB71 complaint types.
• Ability to manage multiple priorities, adapt to changing needs and collaborate in a fast-paced environment.
• Strong communication skills including active listening, effective probing questions and professional written communication for case documentation, partner correspondence and Card Member communications.
• Strong analytical, problem-solving, organizational and detail-orientation skills.
• High level of integrity when handling confidential information.

Responsibilities

• Manage assigned complaint inventory to meet timely resolution expectations and business SLAs.
• Communicate with Card Members to address escalations, answer questions and support complaint resolution.
• Research, validate and resolve complex and nuanced case concerns.
• Identify recurring issues, complaint themes and opportunities for process improvement and redesign.
• Support ad hoc projects aligned to business, compliance and process improvement priorities.

Skills

TCE experience

Travel industry knowledge

Communication skills

Analytical thinking

Time management

Integrity

Tools

SabreRed 360

OPUS

SpeechMiner

NICE

Nexidia

AskAmex

CIE

Microsoft Word

Excel

PowerPoint

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

How will you make an impact on this role?

The GlobalComplaints & Privacy (GC&P) organizationsupports complaint research, issue identification and resolution while ensuring work aligns with legal, regulatory and complaint program requirements. The team researchesCard Memberissues,escalates recurring issues andthemes, resolves complaintsdirectly withCard Members and performs quality reviews that help strengthen the Card Member experience.

WithinGC&P, theSecond Level Review (2LR) Travel Teamsupports Card Member complaintsrelated to Travel & Concierge Experiences (TCE).A successful Complaint Specialist has a passion for delivering extraordinary service andthe ability to manage time and workload to achievestrong business results.This role is critical to delivering fair, thoughtful and timely complaint outcomes while helping identify themes that improve the Card Member experience.

TheComplaint Specialist is responsible for second level review, research, validation and resolutionof assigned complaints receivedthrough the Global Complaints on CLIC (GCC) system.This includesmaintaining case quality, supporting case integrity andmanaginginventory within business-identified SLAs.

Complaint research requires familiarity with travel industry bookings, procedures,processes and applicable company policies. Complaint Specialists must demonstrate confidence andsound judgment when handling difficultCard Member interactions and escalations. They are alsoresponsible for processing applicable fulfillment, such asstatement andMembership Rewards point credit adjustments and providing coaching feedback to Frontline Travel Counselors and Team Leaders.

Responsibilities:

Manage assigned complaint inventory to meet timely resolution expectations and business SLAs.

Communicate with Card Members toaddress escalations, answerquestions and support complaintresolution.

Research, validate and resolve complex and nuanced case concerns.

Identify recurring issues, complaint themes and opportunities for process improvement and redesign.

Support ad hoc projects aligned to business, compliance and process improvement priorities.

Minimum Qualifications:

Minimum of 2 years of proven TCE experience and/or travel industry knowledge.

Experience identifying and creating complaints in Global Complaints on CLIC (GCC) including AENB71 complaint types.

Ability to manage multiple priorities, adapt to changing needs and collaborate in a fast-paced environment.

Strong communication skills including active listening, effective probing questions and professional written communication for case documentation, partner correspondence and Card Member communications.

Strong analytical, problem-solving, organizational and detail-orientation skills.

High level of integrity when handling confidential information.

Knowledge of GCC, Microsoft Word, Excel, PowerPoint, SabreRed 360, OPUS, SpeechMiner, NICE, Nexidia, AskAmex and CIE.

Please note that this is a future opportunity in American Express.

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

At American Express, our culture is built on a 175-year history of innovation,shared valuesand 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.

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:

Support for financial-well-being and retirement.

Comprehensive medical, dental, vision, life insurance, and disability benefits.

100% company-paid medical coverage, including up to three eligible dependents.

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

Work From Anywhere program allows you to work from a different location for up to four weeks each year.

Generous paid parental leave policies.

Free access to global on-site wellness centers staffed with nurses and doctors.

Free and confidential counseling support through our Healthy Minds program.

Career development and training opportunities.

Complimentary daily meals and snacks onsite.

Fixed Monthly Internet Allowance.

Medical out-patient reimbursable benefits.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.