Team Leader/Specialty

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.

The Customer Value Experience Team provides dispute expertise to merchants and champions critical initiatives and improvement opportunities to ensure a seamless customer experience. The team’s goal is to add value to our merchants, Card Members, and shareholders through identification of dispute and chargeback reduction and avoidance.

The Hi-ROC Disputes and Escalations team is a key part of the organization. This unique and exciting Team Leader role is the coach to a team of highly skilled and motivated CCPs responsible for actioning Hi-ROC Disputes, US Second Presentment Dispute inquiries from merchants/partners and handling escalations from US GMNS and Senior AXP Executives via multiple channels.

The ideal candidate will be an inspiring leader who can balance the demands of running a high paced team environment with hands on people leadership and a consistent track record of outstanding results. Exceptional people leadership and relationship management skills to influence across the GSG organization to ensure a frictionless dispute journey for our customers, will be critical to ensuring the teams ongoing success.

Responsibilities:

• Manage a team of 9 Dispute Specialist CCPs
• Ownership of managing and decisioning US disputes $20K+
• Manage the online Secure Message Center for Dispute inquiries for all US Merchants
• Oversee all US Dispute escalations and cases from GMNS and AXP Senior Executives
• Ensure that all cases are allocated, actioned in a timely manner and SLAs adhered to
• Analyze performance management data, identifying opportunities to further drive relevant KPIs
• Coordinate across Issuer, CEN, Compliance, GCO and Special Handling teams to deliver best in class decisions and resolution for customers
• Initiate process improvements by identifying points of friction in the customer disputes journey
• Deliver tailored, inspirational, and effective coaching to direct reports through performance management and reward/recognition as applicable
• Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment

Minimum Qualifications: 

• People leadership experience: Leading, Coaching and Developing high performing teams is required 
• Strong track record of exceeding scorecard goals and KPIs
• Detailed understanding and experience of the AXP Disputes process
• A passion for, and experience in, the delivery of premium customer experiences
• Proven ability to handle multiple priorities, efficiently allocate caseloads, work in a fast-paced environment and make decisions quickly
• Strong communication skills, both verbal and written with the ability to influence decisions and drive change
• Demonstrated success at collaborating internally to drive innovation and negotiate mutually beneficial solutions for AXP and customers
• Recognized ability to drive improvements in team performance