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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.

That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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 customers and the business? We need new team members who place the Customer First ethos at the centre of everything they do. If you’re looking for a role that combines risk management, utilising your network to build innovative solutions and strengthening customer relationships, Global Customer Research & Solutions could be the place for your next career move.

The Global Customer Research and Solutions (GCRS) team, based in Brighton, is responsible for handling complaints received from Customers and Merchants (existing, past and prospect), in a way that is fair, consistent and timely. Additionally, we manage in-depth regulatory claims and requests from customers relating to Section 75, as well as collaborating with the Financial Ombudsman to ensure full transparency and integrity.

This position is unique in that it will be responsible for delivering unparalleled Customer Service to both Customers and Merchants. The position has responsibility for resolving claims made under Section 75 of the Consumer Credit Act 1974 (S75.) Requesting information from both Customer and Merchant and reviewing the documents and assessing the claim in line with the S75 principles of possible breach of contract or miss-representation.

How will you make an impact in this role?

• Case-work incoming claims, ensuring information is captured, and cases are researched and decisioned within a maximum of 90 days
• 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
• Ensure the security of Customer Data and Merchant data is not compromised
• Check all information received to ensure there is no litigious information, American Express jargon, or third-party information
• Decide the claim outcome and ensure all information supplied and communicated in an intelligible format
• 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
• Challenge and influence without direct authority, knowing when to escalate to ensure cases are handled effectively

Preferred Qualifications

• In - Depth Knowledge of American Express Products, Policies and Procedures is preferable
• Knowledge of Disputes processes is an advantage but not crucial
• Experience in a servicing or complaints environment
• Positive relationship management and interpersonal skills
• Ability to work independently, meet deadlines and balance multiple tasks
• Excellent written and verbal communication skills crucial
• Ability to identify root cause and systemic issues
• Well-developed decision-making skills with a passion for process improvement

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

To complete your application, please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on [email protected]