Customer Service Analyst

A DGT Representative operates as a pivotal point of contact for cardmembers (CMs) facing transactional concerns, ranging from merchant disputes to unidentified charges. The role is multifaceted, encompassing root cause analysis, dispute resolution strategy, and compliance adherence to safeguard both customer satisfaction and organizational integrity.

Minimum Requirements:

Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.

Natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.

A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving the first contact.

A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.

Resilience is needed to efficiently manage a steady stream of diverse customer portfolios, while balancing performance to meet a variety of metrics.

Preferred Requirements:

Experience analyzing complex information and make effective decisions in ambiguous situations .

Disputes experience is preferred but not required.

Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.

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:

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

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