Customer Care Professional – Global Disputes Servicing

Responsibilities

• Manage end-to-end dispute resolution and mediation between Card Members and merchants to ensure compliant outcomes.
• Conduct in-depth analytical research to distinguish legitimate disputes from potential fraud and identify systemic patterns.
• Act as a consultative partner to Card Members, providing clear communication and empathetic guidance throughout the dispute lifecycle.
• Perform root cause analysis to optimize processes and minimize repeat customer interactions.
• Collaborate with back-office teams and merchants to ensure timely case setup and reduced resolution timelines.

Requirements

• 2 years of collective experience in a customer service environment.
• Strong computer literacy with the ability to navigate multiple systems simultaneously with speed and accuracy.
• Excellent active listening and communication skills to adapt to various customer styles.
• Proven problem-solving abilities to evaluate issues and offer inventive solutions.
• Resilience to manage diverse customer portfolios and meet performance metrics.
• Ability to work rotating shifts, including weekends, in a 24/7 operational environment.
• Ability to work in a hybrid model, requiring a minimum of 3 days per week in the Taguig office.

Preferred Qualifications

• Previous experience in dispute resolution or financial services.
• Experience analyzing complex information and making effective decisions in ambiguous situations.
• A passion for building customer loyalty through consultative relationship building and resourcefulness.

Benefits

• Competitive base salaries and bonus incentives.
• Comprehensive medical, dental, vision, life insurance, and disability benefits.
• Support for financial well-being and retirement.
• Generous paid parental leave policies.
• Access to global on-site wellness centers and confidential counseling through the Healthy Minds program.
• Career development and training opportunities.

About the Company

American Express is a global leader in financial services, committed to backing its customers, communities, and colleagues. With a 175-year history of innovation, we pride ourselves on delivering world-class customer service and maintaining a culture of trust, security, and integrity.