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Customer Care Professional – Global Disputes Servicing
American Express. Operate as a primary contact for Card Members facing transactional concerns, including merchant disputes and unidentified charges .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in dispute resolution and customer advocacy, effectively navigating complex transactional issues while maintaining clear communication and empathy. Proficient in analyzing customer concerns and implementing efficient processes to enhance service delivery.
Highest-signal resume keywords
Dispute ResolutionContact Center ExperienceActive ListeningProblem-SolvingComplex Information Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Transaction AnalysisEvidence GatheringCase ManagementResearch SkillsProcess Improvement
Soft Skills
Empathetic CommunicationAdaptabilityResilienceCustomer Advocacy
Tools & Technologies
Computer LiteracyMultiple Computer Systems Navigation
Industry Keywords
Card MemberMerchant DisputesFinancial Write-OffsFraud DetectionPerformance Metrics
About the role
Key responsibilities & impact- Operate as a primary contact for Card Members facing transactional concerns, including merchant disputes and unidentified charges
- Guide customers through dispute-resolution strategies such as merchant portal navigation and transaction clarification
- Mediate between Card Members and merchants to achieve accurate, compliant outcomes through research and analysis
- Gather evidence, communicate resolutions clearly, and recommend alternative solutions that minimize financial write-offs
- Analyze Card Member concerns to distinguish legitimate disputes from potential fraud and categorize cases accurately
- Own end-to-end dispute handling and liaise with Card Members, merchants, and back-office teams
- Review prior cases, merchant responses, and new evidence to manage re-disputes and drive case resolution
- Identify systemic dispute patterns and improve process efficiency while minimizing repeat interactions
- Partner with internal teams to refine dispute-resolution frameworks and conduct Card Member Agreement research
- Advocate for Card Members through empathetic communication, clear guidance, and transparent resolutions
Requirements
What you’ll need- At least 2 years of Contact Center Industry Experience
- Computer literate; able to navigate multiple computer systems and applications simultaneously with speed and accuracy
- Active listening skills and ability to adapt conversation to the Card Member’s communication style
- Problem-solving ability to evaluate Card Member issues and resolve them on first contact
- Willingness to learn, try new things, incorporate feedback, and adapt through change and difficult situations
- Resilience while managing diverse customer portfolios and performance metrics
- Experience analysing complex information and making effective decisions in ambiguous situations preferred
- Disputes experience preferred but not required
- At least 25 Mbps internet connection plan/speed for work from home
- Private and quiet area to work at home
- Employment eligibility to work with American Express in the Philippines; visa sponsorship is not provided
- Successful completion of a background verification check
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
- Target driven incentives
- Walk-in applications processed on the same day