Apprentice - Dispute Phone Servicing

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
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
Ability to maintain confidentiality
Rotational shifts , 24/7 working environment & 2 rotational week offs
Preferred Qualifications
Proficiency in basic computer applications (e.g., Microsoft Office Suite)
Ability to work effectively in a team environment
Compliance Language
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
About Us
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.

Work arrangement
Hybrid