Apprentice - Customer Service (Voice)

Description-External
At Ameri can Express, ourcultureisbuilton a 175-yearhistoryofinnovation, sharedvalues and Leadership Behaviors, andanunwaveringcommitmenttobackourcustomers, communities, andcolleagues. Aspart of Team Amex, you'llexperiencethispowerfulbackingwithcomprehensivesupportforyourholisticwell-beingandmanyopportunitiestolearnnewskills, developasaleader, andgrowyourcareer.
Here, yourvoiceandideasmatter, yourworkmakesanimpact, andtogether, youwillhelpusdefinethefuture of Ameri can Express.

Description

ADGTRepresentativeoperatesasapivotalpointofcontactforcardmembers(CMs)facingtransactionalconcerns, rangingfrommerchantdisputestounidentifiedcharges. Theroleismultifaceted, encompassingrootcauseanalysis, disputeresolutionstrategy, andcomplianceadherencetosafeguardbothcustomersatisfactionandorganizationalintegrity.

Responsibilities
• Dispute Resolution&Mediation: Proactivelymitigate Card Memberdisputesbyguidingcustomersthroughresolutionstrategiessuchasmerchantportalnavigationandtransactionclarification, aimingforhighfirst-contactresolution. Actasamediatorbetween Card Members and Merchantstoensureaccurate, compliantoutcomesthroughthoroughresearchandanalysisinalignment with Regulati on Zand the Fair Cred it Billing Act(FCBA).

• Consultative Partnership&Financial Impact: Serveasaconsultantandconciliatorbetween Card Members and Ameri can Expresstogatherevidence, communicateresolutionsclearly, andrecommendalternativesolutionsthatminimizefinancialwrite-offsandsupportlong-termcustomersatisfaction.

• Analytical Case Resolution: Conductin-depthanalysis of Card Memberconcernsusingstructuredprobingtechniquestodistinguishlegitimatedisputesfrompotentialfraud, ensuringaccuratecasecategorizationandprocessinginalignment with GDMand FCIAprotocolsforefficientdownstreamhandling.

• Dispute Lifecycle Management: Ownend-to-enddisputehandlingbyservingasaliaisonbetween Card Members, merchants, andback-officeteamstoensureaccuratecasesetup, timelycommunication, andreducedresolutiontimelines. Leverageexpertiseinre-disputemanagementthroughthoroughreviewofpriorcases, merchantresponses, andnewevidencetodriveeffectivecasere-evaluationandresolution.

• Root Cause Analysis&Process Optimization: Applyinvestigativemethodologiestoidentifysystemicdisputepatterns, enhancingprocessefficiencyandminimizingrepeatinteractions. Partnerwithinternalteamstorefinedisputeresolutionframeworks, andinitiate CMA(Card Member Agreement)researchwhencasebehaviorindicatesinconsistencywithtermsandconditions.

• Customer Advocacy&Experience Enhancement: Champion the Card Membersperspectivebydeliveringempatheticcommunication, clearguidance, andtransparentresolutionsthroughoutthedisputeprocessfosteringtrust, loyalty, andsuperiorcustomerexperience.

Qualifications

Minimum Requirements:
• Computerliterate, abletonavigatethroughmultiplecomputersystemsandapplicationssimultaneously, withspeedandaccuracy.

• Naturalcommunicatorwhocandemonstrateactivelisteningskillsandadaptconversationtosuitthesituationand the Card Memberscommunicationstyle.

• Aproblem-solvertoefficientlyevaluate Card Memberissuesandofferthebestinventivesolutionswithaviewtoresolvingthefirstcontact.

• Acapacitytolearn, willingnesstotrynewthings, abilitytoincorporatefeedbackandagilitythroughchangeand difficultsituations.

• Resilienceisneededtoefficientlymanageasteadystreamof diverse customer portfolios, whilebalancingperformancetomeetavarietyofmetrics.

Preferred Requirements:
• Experience analyzing complexinformationandmakeeffectivedecisionsinambiguoussituations.

• Disputesexperienceispreferredbutnotrequired.

• Passionforbuildingcustomerloyaltythroughexceptionallistening, consultativerelationshipbuilding, resourcefulnessand problemsolving skills
Compliance Language
At Ameri can Express, ourcultureisbuilton a 175-yearhistoryofinnovation, sharedvaluesandleadershipbehaviors, andanunwaveringcommitmenttobackourcustomers, communities, andcolleagues. Aspart of Team Amex, youllexperiencethispowerfulbacking:

• Flexibleworkingmodelwithhybrid, onsiteorvirtualarrangementsdependingonroleandbusinessneed

• Careerdevelopmentandtrainingopportunities

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