Customer Engagement Network

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. 
And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and varied community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career that's unique and significant to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, aspiring to uphold our powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

It is integral part of our values to always chip in to Doing the Right Thing, prioritizing regulatory requirements and customers' protection\: join the ECR Team and you will be able to concretely chip in to our success in these priorities

The role implies equal opportunities, also in terms of flexibility in working time, within a Hybrid working environment.

How will you make an impact in this role?

ECR Representatives are responsible for the prompt and accurate response to complaints and customer concerns, while ensuring compliance with legal, regulatory, and local complaint handling program requirements. ECR Representatives are required to effectively research and resolve complex complaints by using relationships across multiple areas of the business and using ECR complaint handling processes and procedures.

• Effectively research and resolve complex customer complaints
• Prompt and accurate response to customer issues and complaints received, adhering to regulatory timelines
• Identify systematic and procedural breakdowns within the customer journey to drive improvements
• Accurately fulfill Privacy Access requests

Qualifications

• A strong ability to make sound business decisions and analyze complex card member issues
• Excellent communication skills, both verbal and written
• Strong relationship management and interpersonal skills
• Strong sense and display of urgency whilst also knowing when to raise
• Prior experience within one or more of the following servicing areas\: Customer Engagement Network, Commercial Servicing Network, Customer Fulfillment Network, Membership Rewards or Global Credit Network.
• Knowledge of products and services across one or more of the following\: Consumer, Small Business or Corporate
• Appropriately handles sensitive information with confidentiality.
• Proficiency with Excel, PowerPoint, and Outlook
• Consistently demonstrates a positive attitude