At American Express, our culture is built on a 175-year history of innovation, shared 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.
Do you have a passion for solving problems and creating great outcomes for both customers and the business? Is the Customer First ethos at the centre of everything you do? If you’re looking for a role that combines risk management, utilizing your network to create innovative solutions and strengthening customer relationships, Global Customer Research & Solutions could be the place for your next career move.
The Global Customer Research and Solution team, based in Brighton, is responsible for handling complaints received from Customers and Merchants in a way that is fair, consistent and timely. Additionally, we manage in-depth regulatory claims and requests from customers in respect of Section 75 of the Consumer Credit Act, as well as liaising with the Financial Ombudsman to ensure full transparency and integrity.
We’re currently recruiting for a Section 75 Claim Handler to join our successful, dynamic department in a Monday to Friday fixed hours role.
Our Section 75 Claim Handlers are responsible for thoroughly investigating all sides of a claim, speaking and writing to customers to fully understand every aspect. You’ll explore all of our systems and processes, gathering evidence and liaising with other teams to determine the correct outcome. You will then communicate your findings in writing and via telephone.
The role will be very varied and the successful applicant will receive full training and support to ensure that they have the knowledge to cover all manner of claims liaising with different areas of the Blue Box – such as Disputes, FOS, GCO & Merchant Teams. As such, an inquisitive mind and a self-starting attitude is a pre-requisite.
Go above and beyond at a company that sets the standard for customer-first service.
How will you make an impact in this role?
1. Case-work incoming claims, ensuring information is gathered, and cases are researched and decisioned within a maximum of 90 days
2. Identify if the claim falls under an exemption e.g. it qualifies under the Debtor – Creditor – Supplier agreement, and be able to communicate the principles to all parties
3. Ensure the security of Customer Data and Merchant data is not compromised
4. Check all information received to ensure there is no litigious information, American Express jargon, or third-party information
5. Decide the claim outcome and ensure all information supplied and communicated in an intelligible format
6. Work closely with Company Operations Compliance Europe and General Counsel's Organization if any litigation is motioned. Keep Public Affairs advised if there are any publicity issues
7. Challenge and influence without direct authority, knowing when to escalate to ensure cases are handled effectively
8. Handle Complaints on the outcome of the claim
Minimum Qualifications:
9. Previous Claim Handling experience preferred, strong internal candidate
10. Knowledge of American Express Products
11. Knowledge of Section 75 & the Consumer Credit Act 1974
12. Understanding of the Disputes processes is an advantage
13. Experience in a Servicing or Complaints environment
14. Positive Relationship Management and interpersonal skills
15. Ability to work independently, meet strict deadlines and balance multiple tasks
16. Strong Team Player, understanding the value of collaboration
17. Excellent written and verbal communication skills essential
18. Ability to identify root cause and systemic issues
19. Well-developed decision-making skills with a passion for process improvement
20. Keen eye for detail
21. Have a passion for Customer Service
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
22. Competitive base salaries
23. Bonus incentives
24. Support for financial-well-being and retirement
25. Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
26. Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
27. Generous paid parental leave policies (depending on your location)
28. Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
29. Free and confidential counseling support through our Healthy Minds program
30. Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.