Do you have a passion for solving problems and creating great outcomes for both customers and your company? Is a Customer First ethos at the centre of everything you do? If you’re looking for a role that combines risk management, utilising your network to create innovative solutions and strengthening customer relationships, American Express’ Global Customer Research & Solutions department could be the ideal place for your next career move.

We’re currently recruiting for Customer Care Investigation Specialists to join our successful, dynamic department in a Monday to Friday 9 to 5 role.

Our Customer Care Investigation Specialists are responsible for thoroughly investigating all sides of a complaint, speaking to customers to fully understand every aspect of the problem. You’ll explore all our systems and processes, gathering evidence and liaising with other teams to determine the correct outcome. You will then communicate your findings in writing and via telephone.

Responsibilities:

• Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with FCA’s Treating Customers Fairly (TCF) principles

• Striving to embody a Customer First ethos in all interactions with Cardmembers, via phone, email and letters in order to repair and strengthen the relationship

• Compiling accurate and complete case files, showing evidence of systems used during investigation and updating notes within your file to reflect actions/progress of investigation

• Impartially reviewing all relevant evidence in order to address all aspects of a complaint, and arriving at the fairest outcome

• Utilising a variety of systems and working with other departments and business partners in order to obtain complete understanding of the circumstances surrounding the complaint in order to reach an outcome decision

• Reviewing Terms and Conditions of our Cards, Insurance products, marketing offers and promotions and policies and procedures to determine whether a complaint should be upheld or rejected

• Articulating the outcome of the investigation to the complainant in a way that is clear, fair and not misleading

• Working closely with Compliance, other areas of the business and business partners in order to obtain a resolution on complaints

• Providing detailed fact-based feedback following documented feedback process in order to prevent future complaints

• Keeping up to date with product, policy and procedural changes affecting your role and potential outcome of complaints

• Identifying and following documented processes for reporting potential systemic issues in order to prevent future complaints

• Ensuring your workload is managed effectively, progressing cases simultaneously and reaching out to other departments, in order to obtain swift resolutions.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Amex Flex

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Experience and Skills:

• Previous Customer Service experience preferred

• Resilience and a desire to thrive under pressure

• Strong ability to manage multiple workloads in a target driven environment

• Positive attitude and desire to be a true team player.

• High standard of written communication skills

• Strong relationship management and interpersonal skills

• Ability to adapt to a changing environment

• Demonstrated experience in handling challenging conversations

Why American Express?

There’s a difference between having a job and making a difference.

Amex have been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com.