Job Description American Express is on a journey to provide the world’s best customer experience every day. The Dispute and Fraud Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service. This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required. Responsibilities - To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day - Ability to Take Quick Decisions and Respond to Customer Inquiries - Deliver extraordinary customer care by responding to questions concerning - Provide Superior Customer Experience on Calls to Consumer Card Members - Resolve all Customer Queries and Follow Established Procedures as Appropriate - Provide alternatives and apply Superior Service No, Call Handling Skills - To Ensure Best Possible Solutions and FCR to Card Members - Deliver to the Customer, Employees and Shareholder Metrics as per Goals - Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands - To Meet Their Needs and Ensure Quality Service is given at all times - Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries - Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment - Grow and nurture customer relationships on every interaction that results in measurable customer value - Document necessary account information and offer custom solutions that benefit the customer - Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality Qualifications Minimum Qualifications - Minimum 10+2 in any workstream - Minimum 1 Year experience in International Voice Process Preferred Qualifications - Excellent communication skills - Preferably Graduate in any stream About The Team 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 American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.