Apprentice - Dispute Phone Servicing
American Express · Posted Sep 29
Banking, credit card, payment network, and travel services
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About the role
The Dispute and Fraud Gate (DGT) team, within American Express's Global Services Group (GSG), centralizes the disputes process to benefit customers and improve the quality of service. The team operates in a 24/7 customer care environment for Consumer Card Members. This apprentice role handles dispute-related phone servicing, resolving Card Member queries, documenting account information, and delivering measurable customer satisfaction while adhering to quality and compliance guidelines.
What you will do
- To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day
- Ability to Take Quick Decisions and Respond to Customer Inquiries
- Deliver extraordinary customer care by responding to questions concerning
- Provide Superior Customer Experience on Calls to Consumer Card Members
- Resolve all Customer Queries and Follow Established Procedures as Appropriate
- Provide alternatives and apply Superior Service No, Call Handling Skills
- To Ensure Best Possible Solutions and FCR to Card Members
- Deliver to the Customer, Employees and Shareholder Metrics as per Goals
- Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands
- To Meet Their Needs and Ensure Quality Service is given at all times
- Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
- Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
- Grow and nurture customer relationships on every interaction that results in measurable customer value
- Document necessary account information and offer custom solutions that benefit the customer
- Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
Skills used in this role
What the employer is looking for
- Bachelor’s degree
- Not more than 5 years of difference between highest education degree completion date and Joining date
- Should not have enrolled in any prior Government Apprenticeship programs
- Strong attention to detail and accuracy
- Good communication and interpersonal skills
- A willingness to learn and adapt to new tasks and challenges• Ability to maintain confidentiality
- Rotational shifts , 24/7 working environment & 2 rotational week offs
Preferred qualifications
- Proficiency in basic computer applications (e.g., Microsoft Office Suite)
- Ability to work effectively in a team environment
Benefits and support
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Career development and training opportunities
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
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