**Description** **You Lead the Way. We’ve Got Your Back.** **\#8th in Fortune Magazine’s 2024 World’s Most Admired Companies** **\#6th in Great Place to Work’s Best Workplaces List in the Philippines for 2023** **\#6th in Great Place to Work’s Best Workplaces List in the Philippines for IT-BPM for 2023** **\#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers** 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. As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day– from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex. **How will you make an impact in this role?** American Express is on a journey to provide the world’s best customer experience every day. The SBS Dispute 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 to solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day. **Responsibilities:** + Deliver extraordinary customer care by responding to questions concerning disputes. + Ensure accurate dispute and fraud intake process to support our customers and stakeholders. + Analyze simple and complex billing inquiry scenarios and provide consultative guidance for proper resolution. + Assist clients with their account inquiries and other servicing needs. Makes intelligent offer tailor fit to customer needs. + Provide superior customer experience on calls to American Express card members. + Resolve all customer queries and follow established procedures as appropriate. + Deliver to the Customer, Employees and Shareholder Metrics as per goals. + Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times. + Grow and nurture customer relationships on every interaction that results in measurable customer value. + Document necessary account information and offer custom solutions that benefit the customer. + Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality. + Adherence to Quality and Compliance Guidelines. Ability to take quick decisions and respond to customer inquiries. **Qualifications** **Minimum** **Qualifications:** + At least College level – Bachelor’s Degree Graduate/Undergraduate, Associate Degree Graduate/Undergraduate, Vocational Course Graduate/Undergraduate. Open for fresh graduates of any business or financial related courses. + At least 1 ½ years of inbound BPO experience with VOCM/CSAT/NPS/RTF/OSAT in most recent experience is REQUIRED. + Experience in Banking, Financial Services and Insurance (BFSI) is preferred but not required. + Good communication skills candidates should have the ability to handle free flowing conversation – A natural conversationalist. + Employed candidates are preferred, while we are open to considering unemployed candidates, the ideal would have a maximum of 6 months unemployment from the target start date. **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 working model with hybrid, onsite or virtual arrangements depending on role and business need + 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 counseling support through our Healthy Minds program + Career development and training opportunities **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:** 24023775