American Express—Customer Service Analyst

Job description

Description: A DGT Representative operates as a pivotal point of contact for cardmembers (CMs) facing transactional concerns, ranging from merchant disputes to unidentified charges. The role is multifaceted, encompassing root cause analysis, dispute resolution strategy, and compliance adherence to safeguard both customer satisfaction and organizational integrity. Requirements: Minimum Requirements: - 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 to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving the first contact.   - A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.   - Resilience is needed to efficiently manage a steady stream of diverse customer portfolios, while balancing performance to meet a variety of metrics.   Preferred Requirements: - Experience analyzing complex information and make effective decisions in ambiguous situations. - Disputes experience is preferred but not required. - Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills Responsibilities: - Dispute Resolution & Mediation: Proactively mitigate Card Member disputes by guiding customers through resolution strategies such as merchant portal navigation and transaction clarification, aiming for high first-contact resolution. Act as a mediator between Card Members and Merchants to ensure accurate, compliant outcomes through thorough research and analysis in alignment with Regulation Z and the Fair Credit Billing Act (FCBA). - Consultative Partnership & Financial Impact: Serve as a consultant and conciliator between Card Members and American Express to gather evidence, communicate resolutions clearly, and recommend alternative solutions that minimize financial write-offs and support long-term customer satisfaction. - Analytical Case Resolution: Conduct in-depth analysis of Card Member concerns using structured probing techniques to distinguish legitimate disputes from potential fraud, ensuring accurate case categorization and processing in alignment with GDM and FCIA protocols for efficient downstream handling. - Dispute Lifecycle Management: Own end-to-end dispute handling by serving as a liaison between Card Members, merchants, and back-office teams to ensure accurate case setup, timely communication, and reduced resolution timelines. Leverage expertise in re-dispute management through thorough review of prior cases, merchant responses, and new evidence to drive effective case re-evaluation and resolution. - Root Cause Analysis & Process Optimization: Apply investigative methodologies to identify systemic dispute patterns, enhancing process efficiency and minimizing repeat interactions. Partner with internal teams to refine dispute resolution frameworks, and initiate CMA (Card Member Agreement) research when case behavior indicates inconsistency with terms and conditions. - Customer Advocacy & Experience Enhancement: Champion the Card Member’s perspective by delivering empathetic communication, clear guidance, and transparent resolutions throughout the dispute process—fostering trust, loyalty, and superior customer experience.