Apprentice - Dispute Phone Servicing

Job Description

American Express is on a journey to provide the world’s best customer experience every day. The Dispute and Fraud Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required.

Responsibilities

To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every dayAbility to Take Quick Decisions and Respond to Customer InquiriesDeliver extraordinary customer care by responding to questions concerningProvide Superior Customer Experience on Calls to Consumer Card MembersResolve all Customer Queries and Follow Established Procedures as AppropriateProvide alternatives and apply Superior Service No, Call Handling SkillsTo Ensure Best Possible Solutions and FCR to Card MembersDeliver to the Customer, Employees and Shareholder Metrics as per GoalsHighlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer DemandsTo Meet Their Needs and Ensure Quality Service is given at all timesAdherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer InquiriesDeliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environmentGrow and nurture customer relationships on every interaction that results in measurable customer valueDocument necessary account information and offer custom solutions that benefit the customerDeliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Qualifications

Minimum Qualifications

Bachelor’s degreeNot more than 5 years of difference between highest education degree completion date and Joining dateShould not have enrolled in any prior Government Apprenticeship programsStrong attention to detail and accuracyGood communication and interpersonal skillsA willingness to learn and adapt to new tasks and challenges Ability to maintain confidentialityRotational shifts , 24/7 working environment & 2 rotational week offs

Preferred Qualifications

Proficiency in basic computer applications (e.g., Microsoft Office Suite)Ability to work effectively in a team environment

Compliance Language

At American Express, Our Culture Is Built On a 175-year History Of Innovation, Shared Values And Leadership Behaviors, And An Unwavering Commitment To Back Our Customers, Communities, And Colleagues. As Part Of Team Amex, You’ll Experience This Powerful Backing

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business needCareer development and training opportunities

About Us

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