Complaint Resolution Analyst

American Express

. Listen to customers and communicate constantly throughout their complaint journey .

Posted 11/9/2026full-timeSydney • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and complaint resolution, with strong verbal and written communication skills. Capable of managing regulatory matters and improving customer experiences while maintaining organization and prioritization.

Highest-signal resume keywords

Complaints ResolutionCustomer Service ExperienceVerbal And Written Communication SkillsInterpersonal SkillsProblem-Solving Ability

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Relationship BuildingTime ManagementOrganizational SkillsCalm Under Pressure

Industry Keywords

Financial ServicesRegulatory MattersDispute ResolutionCustomer JourneysPrivacy Requests

About the role

Key responsibilities & impact

Listen to customers and communicate constantly throughout their complaint journey
Use all available tools and partner with necessary teams to determine the right way forward
Investigate and resolve complaints, including executive and regulatory complaints
Handle Internal and External Dispute Resolution, regulatory matters, privacy requests, and subpoenas
Identify ways to improve customers’ experience with American Express
Maintain high levels of organisation and availability across all channels of contact
Be an active and supportive colleague within a high-performing team and the wider enterprise

Requirements

What you’ll need

Complaints, credit or financial services experience is highly regarded
Customer service experience and passion is essential
Outstanding verbal and written communication skills
Interpersonal skills and ability to build relationships with customers and colleagues
Able to solve problems, and seek them out, with the ability to remain calm during challenging scenarios and interactions
Ability to manage your time, prioritise, and keep on track
Familiarity with customer journeys, card products, processes and procedures is highly regarded
Successful completion of a background verification check as a condition of employment

Benefits

Comp & perks

Competitive base salaries
Bonus incentives
Support for financial well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities