Global Complaints & Privacy Complaint Representative - Travel Compliance Regulatory Team

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

The CRT Representative is responsible for second level review, research, validation and resolution on all assigned complaints received via the Global Complaints on CLIC (GCC) system. This responsibility includes assuring case quality integrity and inventory management within business-identified SLAs.

Associated complaint research requires a comprehensive familiarity with travel industry bookings, procedures and processes as well as various company policies as outlined on The Square. Confidence and skill in handling difficult customer interactions and escalations is a must. Representatives are also required to process the necessary fulfillment (i.e., statement and membership reward point credit adjustments) to Cardmember accounts as well as provide coaching feedback to Frontline Travel Counselors and Team Leaders.

Minimum Qualifications:

• 1-year proven TLS experience.
• Knowledge and experience identifying and creating Complaints (AENB71) in GCC.
• Knowledge of the travel industry with a familiarity of TLS products, services and benefits.
• Knowledge of OPUS
• Knowledge of Right Now Tool (RNT)
• Knowledge of SabreRed 360

Preferred Qualifications:

• Functional/Technical Skills:
  • Ability to handle multiple priorities in a demanding work environment; ability to multitask in a dynamic environment with proven teamwork and collaboration; adaptable to work in a fast-paced environment with ever changing priorities.
  • Well-developed communication skills, including listening skills, appropriate questioning skills.
  • Ability to write effectively and coherently (Transactions in Distress, Case documentation, etc.) is a must.
  • Outstanding analytical and creative problem-solving skills.
  • Detail oriented, analytical, strong organization skills.
  • High level of integrity required for handling confidential information.
• Knowledge of Platforms:
  • Microsoft Office (Word, Excel, Power Point)
  • Global Complaints on CLIC (GCOC)
  • SpeechMiner, NICE and Nexidia
• Enterprise Leadership Behaviors:
  • Set the Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
  • Bring Others with You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

Do It the Right Way: Communicate Frequ