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Customer Service Analyst
American Express. Proactively mitigate Card Member disputes through resolution strategies such as merchant portal navigation and transaction clarification .
About the role
Key responsibilities & impact- Proactively mitigate Card Member disputes through resolution strategies such as merchant portal navigation and transaction clarification
- Mediate between Card Members and merchants to ensure accurate, compliant outcomes through research and analysis 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
- 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
- Review prior cases, merchant responses, and new evidence to drive resolution
- Identify systemic dispute patterns and improve process efficiency
- Partner with internal teams to refine dispute resolution frameworks and conduct CMA research when needed
- Deliver empathetic communication, clear guidance, and transparent resolutions to enhance customer experience
Requirements
What you’ll need- High School Graduate
- Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy
- Demonstrated active listening skills and ability to adapt conversation to the Card Member’s communication style
- Problem-solving ability to evaluate Card Member issues and offer inventive solutions
- Capacity to learn, willingness to try new things, incorporate feedback, and adapt through change and difficult situations
- Resilience to manage a steady stream of diverse customer portfolios while balancing performance against various metrics
- Employment is conditioned upon successful completion of a background verification check
- Disputes experience is preferred but not required
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