DescriptionThe Global Customer Research and Solutions (GCRS) team sits at the heart of doing what's right for customers, for merchants, and for the business.
We don't just resolve complaints; we uncover insights, influence change, and help shape how American Express shows up for millions of people every day.
The team manages complaints on behalf of all areas of the business, including executive complaints, regulatory complaints from AFCA, FSCL, and other regulatory bodies in Australia and Recent-Zealand.You'll be empowered to own a customer's entire complaint journey end to end.
You'll investigate issues deeply, collaborate across the business, and make informed decisions that truly matter.
Your work won't sit in a queue; it will help identify improvements that influence how we serve customers.You'll also become a trusted specialist in handling Internal and External Dispute Resolution, regulatory matters, privacy requests, and subpoenas all supported through hands on training and a team that champions your growth.ResponsibilitiesListen to customers,



and communicate constantly throughout their complaint journeyUse all available tools, and partner with all teams necessary to determine the right way forwardBe inquisitive and look for ways to improve our customers' experience with Amex, making their lives betterMaintain high levels of organisation, and availability across all channels of contactBe an active and supportive colleague within a high performing team, and the wider enterpriseQualificationsComplaints, credit or financial services experience is highly regardedCustomer service experience and passion is essentialOutstanding verbal and written communication skillsInterpersonal skills and ability to build relationships with customers and colleaguesAble to solve problems, and seek them out, with the ability to remain calm during challenging scenarios and interactionsAbility to manage your time, prioritise, and keep on trackFamiliarity with customer journeys, card products, processes and procedures is highly regarded

📌 Dispute Resolution Specialist (Sydney)
🏢 American Express
📍 Sydney