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Customer Care Investigation Specialist
American Express
Fully Remote
role reference:  wyw_#00310
Location
Fully Remote
Salary
Competitive salary
Contract Full-time
Industry Financial Services
Hours 37.5 - 37.5 Hours
  • Customer Insight
  • Customer Relationship Management (CRM)
  • Customer Service
Description:

Do you have a passion for solving problems and creating great outcomes for both customers and your company? Is a 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, American Express’ Global Customer Research & Solutions department could be the ideal place for your next career move.

We’re currently recruiting for Customer Care Investigation Specialists to join our successful, dynamic department in a Monday to Friday 9 to 5 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 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.

Responsibilities: 

  • 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
  • Striving to embody a Customer First ethos in all interactions with Cardmembers, via phone, email and letters in order to repair and strengthen the relationship
  • 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 outcome decision
  • Reviewing Terms and Conditions of our Cards, Insurance products, marketing offers and 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, other areas of the business and business partners in order to obtain a resolution on complaints
  • Providing detailed fact-based feedback following 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. 
Key skills:
  • Customer Insight
  • Customer Relationship Management (CRM)
  • Customer Service
Competitive salary

CONTRACT

INDUSTRY

Role Type

37.5 - 37.5 Hours
Flexibility:
Working Patterns
Agile Working
Full-time
Flexibility:
Workplace
Remote or Mobile Working
Work From Home (WFH)
Flexibility:
Life event
Shared Parental Leave
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