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American Express एक वैश्विक वित्तीय सेवा कंपनी है, जो बैंकिंग, वित्त और B2B भुगतान के क्षेत्र में काम करती है। इसके व्यवसाय में उपभोक्ता, व्यवसाय और कॉर्पोरेट क्रेडिट कार्ड; भुगतान और मर्चेंट सेवाएँ; बचत खाते, सावधि जमा और व्यक्तिगत ऋण; साथ ही रिवॉर्ड, यात्रा कार्यक्रम, कॉर्पोरेट भुगतान समाधान, वित्तीय शिक्षा, सुरक्षा सेवाएँ तथा कार्डधारक और मर्चेंट सहायता शामिल हैं।
Complaint Resolution Analyst - Sydney Hybrid
Manage customer complaints and regulatory matters for American Express in a Sydney-based hybrid role. Investigate issues, coordinate resolutions, and help improve service across the business.
विवरण
- Manage each customer complaint from initial contact through resolution
- Investigate customer issues thoroughly
- Work with teams across the business to determine appropriate resolutions
- Handle executive complaints and regulatory complaints from AFCA, FSCL, and other Australian and New Zealand regulatory bodies
- Manage internal and external dispute resolution, regulatory matters, privacy requests, and subpoenas
- Listen to customers and keep them informed throughout the complaint process
- Use available tools and collaborate with relevant teams
- Identify opportunities to improve the customer experience
- Stay organised and available across all contact channels
- Support colleagues within the team and across the wider enterprise
आवश्यकताएँ
- Experience in complaints, credit, or financial services is highly regarded
- Customer service experience and a strong commitment to customers are essential
- Excellent verbal and written communication skills
- Strong interpersonal skills with the ability to build relationships with customers and colleagues
- Problem-solving ability, initiative, and composure during challenging interactions
- Effective time management, prioritisation, and follow-through
- Knowledge of customer journeys, card products, processes, and procedures is highly regarded
- Successful completion of a background verification check, subject to applicable laws and regulations
लाभ
- Competitive base salary
- Bonus incentives
- Financial wellbeing and retirement support
- Medical, dental, vision, life insurance, and disability benefits, depending on location
- Flexible hybrid, onsite, or virtual working arrangements based on the role and business needs
- Generous paid parental leave, depending on location
- Free access to global onsite wellness centres staffed by nurses and doctors, depending on location
- Confidential counselling through the Healthy Minds programme
- Career development and training opportunities
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