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American Express
American Express
B2BBankingFinance
American Express is a global financial services company operating across banking, finance, and B2B payments. Its business includes consumer, business, and corporate credit cards; payment and merchant services; savings accounts, certificates of deposit, and personal loans; as well as rewards, travel programs, corporate payment solutions, financial education, security services, and cardmember and merchant support.
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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.

AUAustraliaHybridFull-timeMiddleSeniorEnglish RequiredAnalyst

Description

  • 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

Requirements

  • 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

Benefits

  • 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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