Complaints Investigation Specialist- German - Brighton, United Kingdom - Amex

Amex

Verified Company

Brighton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 diverse 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 journey that's unique and meaningful 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, 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.

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

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, utilising 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 Complaint Investigations Specialist to join our successful, dynamic department in a Monday to Friday fixed hours role.

Our Customer Care Investigation Specialists are responsible for thoroughly investigating all sides of a complaint, speaking to customers to fully understand every aspect of the problem.

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 complaints for all areas of the Blue Box - including Consumer, Commercial and Merchant.

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?

Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with FCA's
Treating Customers Fairly (TCF) principles
Compiling accurate and complete case files, showing evidence of systems used during investigation and updating notes within your file to reflect actions/progress of investigation
Impartially reviewing all relevant evidence in order to address all aspects of a complaint, and arriving at the fairest outcome
Utilising a variety of systems and working with other departments and business partners in order to obtain complete understanding of the circumstances surrounding the complaint in order to reach an appropriate decision
Reviewing Terms and Conditions of our Cards, Merchants, Insurance products, marketing offers, promotions, and policies and procedures to determine whether a complaint should be upheld or rejected
Articulating the outcome of the investigation to the complainant in a way that is clear, fair and not misleading
Working closely with Compliance, GCO and business partners in order to obtain a resolution on complaints
Providing detailed factbased feedback following our documented feedback process in order to prevent future complaints
Keeping up to date with product, policy and procedural changes affecting your role and potential outcome of complaints
Identifying and following documented processes for reporting potential systemic issues in order to prevent future complaints
Ensuring your workload is managed effectively, progressing cases simultaneously and reaching out to other departments, in order to obtain swift resolutions.

Minimum Qualifications