Customer Care Professional- Specialty Merchant Disputes

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.

Join Team Amex and let's lead the way together.

Role & Responsibilities:

Important, rewarding work performed with integrity. Here’s just some of what you’ll do in this role:

• Deliver extraordinary customer service to our Premium Merchants regarding disputes and chargebacks with a strong focus on reviewing, investigating and processing the chargeback.
• Responsible for dispute cases greater than $20K, niche setup process and mitigating Merchant risk.
• Responsible for ensuring all disputes and escalations are resolved effectively and in a timely manner using multiple dispute platforms and servicing channels.
• Build meaningful relationships with our Premium Merchants and internal colleagues through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the customer.
• Meet and exceed quality goals, compliance regulations and productivity targets.
• Demonstrate understanding of policies and procedures when decisioning and driving resolution.
• Re-prioritize and adapt to a constantly evolving environment.

Minimum Qualifications: 

• Demonstrate personal excellence by remaining positive in difficult situations.
• 3+ year of problem-solving experience
• 1 + year of Commercial & Merchant servicing required 
• Display a passion to serve by delivering outstanding service in every interaction with our customers.
• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Partners.
• Strong interpersonal, communication, verbal and written skills
• Ability to handle difficult conversations.
• Excellent negotiation, influencing and resourcefulness skills.
• Critical, analytical and forward thinking with problem solving.
• Ability to work independently on dispute cases.

Preferred Qualifications:

• Knowledge of Federal Laws, rules and regulations such as Regulation Z- Billing errors preferred 
• Knowledge of Global Servicing preferred 

Salary Range: $20.00 to $33.65 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.