Customer Care Professional – Global Disputes Servicing

American Express

. Operate as a pivotal point of contact for cardmembers facing transactional concerns, including merchant disputes and unidentified charges .

Posted 9/24/2026full-timeTaguig City • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in dispute resolution and customer communication, with a strong focus on compliance with Regulation Z and the Fair Credit Billing Act. Capable of analyzing complex information and providing effective solutions while maintaining high customer satisfaction.

Highest-signal resume keywords

Dispute ResolutionCustomer CommunicationRegulation Z ComplianceActive ListeningProblem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementTransaction AnalysisEvidence GatheringData CategorizationComplex Information Analysis

Soft Skills

Empathetic CommunicationAdaptabilityResilienceInventive SolutionsActive Listening

Tools & Technologies

Multiple Computer SystemsMerchant Portal Navigation

Industry Keywords

Contact Center ExperienceFair Credit Billing ActGDM ProtocolsFCIA ProtocolsCustomer Satisfaction

About the role

Key responsibilities & impact

Operate as a pivotal point of contact for cardmembers 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 through research and analysis, ensuring accurate and compliant outcomes aligned with Regulation Z and the Fair Credit Billing Act (FCBA)
Gather evidence, communicate resolutions clearly, and recommend alternative solutions that minimize financial write-offs and support long-term customer satisfaction
Analyze Card Member concerns using structured probing to distinguish legitimate disputes from potential fraud
Categorize and process cases in alignment with GDM and FCIA protocols
Own end-to-end dispute handling, including case setup, timely communication, re-dispute management, and case re-evaluation
Liaise with Card Members, merchants, and back-office teams to reduce resolution timelines
Identify systemic dispute patterns and improve process efficiency
Partner with internal teams to refine dispute-resolution frameworks and initiate Card Member Agreement research when needed
Champion the Card Member perspective through empathetic communication, clear guidance, and transparent resolutions

Requirements

What you’ll need

At least 2 Years Contact Center Industry Experience
Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy
Natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style
A problem-solver able to evaluate Card Member issues and offer inventive solutions with a view to resolving them on first contact
Capacity to learn, willingness to try new things, ability to incorporate feedback, and agility through change and difficult situations
Resilience to manage a steady stream of diverse customer portfolios while balancing performance against a variety of metrics
Experience analysing complex information and making effective decisions in ambiguous situations (preferred)
Disputes experience preferred but not required
Must have at least 25 Mbps internet connection plan/speed for work from home
Must have a private and quiet area to work at home
Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Successful completion of a background verification check is required 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
Target-driven incentives
Walk-in applications processed on the same day