Remote Complaints Analyst (Overdue Accounts)

American Express; Honolulu (HI); Remote; USD 42,000 - 62,000; Full time

Job summary

American Express is seeking a Complaints Analyst to help customers with overdue accounts and prevent delays on high-profile media accounts. You will work with a team and follow policy guidelines to resolve issues effectively.

You will review complaints, prepare responses for approval, assist with onboarding, understand products and processes, organize data, identify patterns, and propose improvements under supervision.

Qualifications

• Register and process all standard complaints based on the complaint policy (SLA/reimbursement grid), including performing root cause analysis of complaints to identify key areas of customer dissatisfaction.
• Review, in coordination with other departments, and develop a detailed response in a timely manner to be submitted for approval to the Head of the Charged Group, if necessary, under supervision of the Law Department.
• Facilitate the integration of new colleagues by explaining the details of the position in a clear and precise manner.
• have first-hand knowledge and experience of products, services and processes in their own area and perform a range of well-defined tasks directed and supervised by a manager.
• organize data by sub-discipline group and look for patterns and cause/effect.
• act independently within well-defined guidelines and procedures and be able to propose common improvements under the supervision of a manager.
• passing on knowledge and methods of work in a formal and orderly manner.
• respond effectively and in a structured manner to complex customer inquiries according to rules and procedures. Able to report data and events accurately

Responsibilities

• Register and process all standard complaints based on the complaint policy (SLA/reimbursement grid).
• Review, in coordination with other departments, and develop a detailed response in a timely manner to be submitted for approval to the Head of the Charged Group, if necessary, under supervision of the Law Department.
• Facilitate the integration of new colleagues by explaining the details of the position in a clear and precise manner.
• have first-hand knowledge and experience of products, services and processes in their own area and perform a range of well-defined tasks directed and supervised by a manager.
• organize data by sub-discipline group and look for patterns and cause/effect.
• act independently within well-defined guidelines and procedures and be able to propose common improvements under the supervision of a manager.
• passing on knowledge and methods of work in a formal and orderly manner.
• respond effectively and in a structured manner to complex customer inquiries according to rules and procedures. Able to report data and events accurately

Education

Bachelor's Degree

Job description

American Express is seeking a Complaints Analyst to help customers with overdue accounts and prevent delays on high-profile media accounts. You will work with a team and follow policy guidelines to resolve issues effectively.

You will review complaints, prepare responses for approval, assist with onboarding, understand products and processes, organize data, identify patterns, and propose improvements under supervision.