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 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.

How will you make an impact in this role?

The dispute team focuses on insulating our Card Members and merchants from any misuse of their cards/businesses and continually minimize our losses. GSG protects Card Members by removing financial responsibility for disputed transaction and protects our merchants by reversing chargebacks from invalid dispute claims. The team educates both Card Members and merchants how to better protect themselves from invalid dispute and the team partners closely with merchant services, GMNS to mitigate the loss.

• Review and analyze dispute claims to ensure accuracy and compliance with company policies and regulations.
• Handle complaints from Card members and Business Partners received via shared mailbox.
• Process claims efficiently and accurately within the designated time frames.
• Resolve dispute claim issues and discrepancies by conducting thorough investigations
• Analyze and decide on accepting or rejecting a dispute claim received for India consumer & corporate cards
• Claim processing via automation & manually keeping in mind the business SOP, CHC articles and critical SLA’s
• Investigation & assessment of High Value cases to ensure no loss to the organization.
• Actioning & assessment of case setups in accordance with policy & procedure
• Send communication to card members
• Identify possible trends/activities and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action.
• Keep pace with the ever-changing world of service industr , identify new trends and develop continuous process improvements.
• Meet and exceed quality goals, compliance regulations and productivity targets.
• Ensure compliance with Banking rules, Regulations & Procedures
• Task to Be Completed Timely and Accurately Ensuring Compliance with Internal and External Policies, Procedures and Local Laws.
• Works with peers and leadership by communicating trends and sharing ideas and information.

Minimum Qualifications:

• Bachelor’s degree
• Not more than 5 years of difference between highest education degree completion date and Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• A willingness to learn and adapt to new tasks and challenges

Preferred Qualifications:

• Proficiency in basic computer applications (e.g., Microsoft Office Suite)
• Ability to work effectively in a team environment & converse fluently with card members/clients
• Change management ability & self-motivating skills

Additional Requirements:

• Flexible to work anytime between 8:00 AM till 9:00 PM, including weekends (Subject to change as per the business requirements)
• Hybrid Environment- on site expectation 3 days/week.
• Workplace Flexibility: Full time. Shift flexibility requirements.
• American Express offers a fantastic and diverse working environment

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. As part of Team Amex, you’ll experience this powerful backing:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Career development and training opportunities