Apprenticeship - Customer Service Voice Specialist

About the Role

This position serves as a crucial liaison for cardmembers encountering transactional issues such as merchant disputes or unidentified charges. The role involves comprehensive case analysis, resolving disputes effectively, and ensuring compliance to maintain excellent customer satisfaction and uphold company standards.

Key Responsibilities

• Proactively address and resolve cardmember disputes by guiding through resolution techniques including merchant portal usage and transaction clarification for high first-contact resolution rates.
• Act as an intermediary to facilitate accurate and compliant outcomes between cardmembers and merchants, adhering strictly to Regulation Z and the Fair Credit Billing Act (FCBA).
• Consult closely with cardmembers and internal teams, gathering necessary evidence and proposing solutions that minimize financial loss while supporting sustained customer satisfaction.
• Perform detailed investigations to differentiate legitimate disputes from fraud, ensuring proper case categorization per company protocols like GDM and FCIA for smooth downstream processing.
• Manage the entire dispute process, coordinating with cardmembers, merchants, and back-office teams to set up cases properly, communicate updates promptly, and shorten resolution times. Handle re-disputes by reviewing prior cases, merchant feedback, and new data for informed decisions.
• Conduct root cause analysis to identify patterns that can improve dispute resolution processes and reduce repeated customer contacts. Collaborate with teams to refine frameworks and perform Card Member Agreement (CMA) reviews when inconsistencies are found.
• Advocate for cardmembers by delivering empathetic, clear, and transparent communication throughout the dispute lifecycle, fostering customer trust and loyalty.

Qualifications

• Proficient with computers, capable of navigating multiple systems concurrently with accuracy and speed.
• Excellent communication skills with the ability to listen actively and tailor conversations to suit customer needs.
• Strong problem-solving aptitude, able to assess cardmember concerns and provide creative, effective resolutions on first contact.
• Adaptable, open to learning new methods, able to accept feedback, and handle change positively.
• Resilient in managing varied customer portfolios consistently while meeting performance targets.
• Bachelor’s degree required.
• Applicants must have completed their highest education degree within the last five years.
• No prior participation in government apprenticeship programs.
• Detail-oriented and accurate in data handling.
• Good interpersonal and communication capabilities.
• Commitment to confidentiality.

Preferred Experience

• Analytical experience with complex data enabling informed decision-making in uncertain scenarios.
• Previous exposure to dispute resolution is an advantage but not mandatory.
• Driven by customer loyalty, skilled at consultative engagement, resourcefulness, and problem solving.

Additional Information

• American Express offers a flexible working environment including hybrid, onsite, or remote work based on role and needs.
• Career advancement and training opportunities are integral to this role.

American Express is built on a long tradition of innovation, values, and leadership, committed to supporting customers, communities, and employees alike. Working here means being part of a supportive culture that values your contributions and fosters continuous personal and professional growth.