American Express Remote Jobs Bilingual @ Get Dream Job

American Express; Denver (CO); Remote; USD 28,000 - 41,000; Full time

Job summary

American Express is seeking a detail-oriented operations support professional to handle customer complaints and drive timely resolutions. You will review and document all aspects of inquiries, communicate findings, and collaborate across teams to ensure a fair outcome while maintaining high service standards.

Ideal candidates have a Bachelor's degree, prior complaint handling experience, and strong written communication skills to support cardholders and merchants with a focus on accuracy and

Qualifications

• Bachelor's degree required.
• Previous complaint handling experience preferred.
• Experience in customer relations is essential.
• Advanced written communication and interpersonal skills.

Responsibilities

• Provide exceptional service by handling and resolving complaints, ensuring fair outcomes.
• Engage with customers via phone, email, and letters to repair relationships.
• Compile complete case files with evidence and audit notes.
• Review all aspects of complaints and determine best outcomes.
• Collaborate with departments to understand situations and make decisions.
• Assess terms and conditions of cards, products, and policies to approve or dismiss complaints.
• Present investigation results clearly to complainants.
• Coordinate with compliance and business partners to resolve issues and report findings.
• Provide feedback following prescribed processes to prevent future complaints.
• Stay updated on product changes and policy updates affecting complaints.
• Identify procedures for reporting that may prevent future issues.

Skills

Complaint handling

Customer relations

Written communication

Relationship management

Multitasking

Pressure management

Education

Bachelor's degree

Job description

Job Responsibilities

Operations Support Salary: $20-30/Hour Company: American Express Location: USA Educational Requirements: Bachelor's Degree Full Job Description: With the right support, people and businesses can make tremendous progress. When you join the Amex team, you'll be part of a global community of diverse colleagues committed to supporting our customers, our community and each other. Here, you will learn and grow as we help you create a unique and meaningful career path for you with benefits, programs and changes that support you personally and professionally. At American Express, you will be recognized for your contribution, leadership and influence. Everyone who works together has the opportunity to participate in the success of the company. Together, we will win as a team, and strive to support our company values and our strong commitment to support and deliver the best customer experience in the world every day. And we will do this with integrity, and in an environment where everyone can be seen, heard and felt. How can you make an impact on this project? It is responsible for contacting customers with overdue accounts to facilitate account settlement. They also perform preventative maintenance to avoid future delays in high-profile media accounts. A global customer research and solutions team responsible for handling complaints received from customers and clients in an accurate, consistent and timely manner. In addition, we handle in-depth administrative reports and customer inquiries in accordance with Section 75 of the Consumer Credit Act, in conjunction with the financial advisor to ensure full transparency. and integrity. Our customer service review experts are responsible for thorough investigation of all aspects of complaints, talking to customers to fully understand all aspects of the issue. You will review all our processes and procedures, gather evidence and link with other organizations to determine the correct results. You must communicate your conclusions in writing and on the phone. The role will be multiple and successful candidates will receive sufficient training and support to ensure they have the knowledge to cover complaints for the Blue Box area - including consumers, businesses and consumers. Hence, an inquiring mind and a self-starting attitude are required.

Functions

• Provide exceptional service through the handling and resolution of complaints, achieving fair outcomes for the complainant in accordance with the FCA's Fair Treatment of Customers (TCF) principles.


• Strive to apply customer-first principles in all interactions with cardholders and customers, through phone, email and letters to repair and strengthen the relationship.


• Compile a fair and complete case file, showing evidence of the systems used during the audit and update notes in your file to reflect audit practice/progress.


• Impartially consider all relevant evidence to address all aspects of a complaint and arrive at the best outcome


• Use a variety of methods to work with other departments and business partners to gain a full understanding of the complaints situation in order to make appropriate decisions.


• Review the terms and conditions of our cards, customers, insurance products, sales offers, promotions, and policies and procedures to determine whether complaints should be approved or dismissed.


• Present the results of the investigation to the complainant in a clear, accurate and non-misleading manner


• Collaborates with compliance, GCO and business partners to achieve resolution and reporting


• Provide detailed, fact-based feedback by following our prescribed feedback process to avoid future complaints


• Stay on top of product changes, policies and procedures that affect your work and the consequences of potential complaints


• Identify and follow documented procedures for reporting that may lead to a system that avoids future complaints


• Ensure that your work is managed effectively, progressing simultaneously and reaching out to other departments for quick decisions.

Experience and skills

• Previous complaint handling experience preferred


• Experience in customer relations is essential.


• Tenacity and willingness to perform well under pressure


• Strong ability to manage multiple tasks in a focused environment


• Good attitude and desire to be a good team player.


• Advanced level of written communication


• Strong relationship management and interpersonal skills


• Ability to adapt to a changing environment


• Demonstrated experience in managing difficult negotiations