Complain Handling Specialist

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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.

Join Team Amex and let's lead the way together.

Operation Support 

The Service Recovery Team ("SRT"), is responsible for handling and responding to complaints made by customers and non–customers, that is fair, consistent and timely. Additionally, we manage in-depth claims and requests from customers, regulators and govt agencies in full transparency and integrity.

The team manages complaints from all sides of business including regulatory complaints from Monetary Authority of Singapore (“MAS”), Financial Industry Disputes Resolution Centre (“FIDReC”), Inland Revenue Authority, Personal Data Protection Commission (“PDPC”),or Credit Bureau Singapore (“CBS”)

The individual will be responsible for thoroughly investigating all sides of a complaint, speaking to customers to fully understand every aspect of the problem. You’ll explore all of the systems and processes, gathering evidence and liaising with other teams to determine the correct outcome. You will then communicate your findings via phone calls or in writing.

The role will be very varied and successful applicant will receive full training and support to ensure that they have the knowledge to cover complaints for all areas of the Blue Box. As such, an inquisitive mind and a self-starting attitude is a pre-requisite. 

How will you make an impact in this role?

• To handle Escalation and all resolution call types.
• Meet all KPIs as per resolution standards and as per the goals given.
• To ensure end to end follow up in all call types.
• To escalate and highlight to the management should any particular pattern noticed in incoming complaints.
• To work along with other business units in ensuring higher FCR rate.
• Ensure timely resolution is given to customers both internal and external and high level of professionalism is maintained at all times.
• To be a team player in a highly competitive team while being creative in driving results and fun at work.
• To support any other business needs that may arise from time to time

Minimum Qualifications

• Ability to work in a flexible schedule
• High energy and able to work under pressure.
• Ability to work unsupervised and demonstrate Resolution Executive qualities
• Articulate and fluent verbal and written English
• Strong product experience and knowledge essential with both systems and processes (will be added advantage)
• Demonstrated understanding of Customer Service Delivery goals and able to drive results and achievements
• Strong self-confidence and ability to maintain composure and control under pressure in a demanding environment
• Strong team player with the competency to impact and influence
• Highly developed decision making and problem-solving skills
• Competency in Microsoft Office applications

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 or onsite 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.