**Description** **ANZ Commercial Complaints, MR and TMC Escalations Analyst** **You Lead the Way. We’ve Got Your Back.** **\#10th in Fortune Magazine’s 2025 World’s Most Admired Companies** **\#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers** **\#1st for Digital Experiences in J.D. Power U.S. Study 2024** **\#1st in Fortune’s Best Workplaces in Financial Services and Insurance 2024** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. **Join Team Amex and let's lead the way together.** **How will you make an impact in this role?** At American Express we pride ourselves on delivering the world’s best customer experience every day. In your role as Commercial Complaint Analyst, you will be responsible for the handling and management of incoming customer complaints, MR and TMC escalations within a centralized complaints handling team. This Team will service commercial customers (Corporate, Small Business, Program Administrators and TMC). By investigating and resolving customer complaints and escalations, the role seeks to rebuild customer and TMC loyalty, resulting in retention of valued customer relationships. The centralized complaint team liaises with appropriate departments, using established relationships, expert analytical skills, having a sound knowledge of American Express products, systems and policies to resolve all complaints within acceptable SLA’s. The position partners with ICS across Australia and New Zealand to ensure organizational capability to support resolution of all customer complaints. The role will support complaints and escalations from external clients, internal and Travel Management Companies (TMC) **Responsibilities:** + Handles urgent, escalations, complex complaint enquiries from the Sales Team, TMC and Servicing Teams, and provide 2nd level resolution to meet with regulatory and internal timeframe. + Perform root cause analysis of complaints, identifying key elements and issues, using appropriate systems, key contacts, and line of business to conduct an appropriate and efficient investigation. + Identify and report trends and issues, systemic or otherwise, that could affect policy compliance or regulatory adherence. + Ensure resolution of complaints and escalations within SLA through reporting of queues, spot checks, and quality monitoring. + Partner and collaborate with the leadership team, colleagues, peers, and other lines of businesses for process improvement opportunities. + Write responses to customer and TMC enquiries that are professional and clear, using plain English language. + Research and resolve complaints of a sensitive nature, at all levels. Understand and ensure escalations and complaint resolution stays in sync with Amex policies, procedures and regulatory requirements. + Perform Ad-Hoc requests as required. + Manage voice servicing calls (inbound and outbound) for TMCs, creating a single escalation point of contact for TMC, Clients and Account Managers. + Proactive analysis of the clients missing data files/statements, to improve client’s experience + Conduct monthly report analysis, review gaps, liaise with TMCs to improve data rates. + Review and oversees daily data trend to identify high un-match or partial match data, liaise with TMCs for immediate resolution + Review daily TMC file submission and be escalation POC for file declines and rejections. + Escalate bulk disputes or missing data transaction to TMC, work closely with TMC and TMC support to close gaps. + Work with stakeholders to review and approve TMC process change. + Managing and resolve MR Escalations including MR points redemption, Gift Cards and MR related escalations and complaints. **Qualifications** **Minimum Qualifications:** + Thorough knowledge of commercial products, policies and procedures, regulations and Terms and Conditions is essential. + Strong written and verbal communication, organization and time management skills. + Strong analytical and problem-solving skills. + Excellent negotiation skills and relationship skills. + Proven ability to handle complaints or business communication at all levels. + Strong desire to drive results and improve customer experience. **Preferred Qualifications:** + Previous experience in complaints handling and business communications preferred. If this sounds like you and you would like to be a key member of an exciting new team, we look forward to receiving your application. **Additional Details:** + Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig + 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 We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + Competitive base salaries + Bonus incentives + Support for financial-well-being and retirement + Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) + Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex + Generous paid parental leave policies (depending on your location) + Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) + Free and confidential counselling support through our Healthy Minds program + Career development and training opportunities **Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.** **Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.** To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express **Job:** Customer Service **Primary Location:** Philippines-PHL-Taguig City **Schedule** Full-time **Req ID:** 25003741