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