Customer Care Professional – Global Disputes Servicing

American Express
Manila
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2+ yearsSkills: ["Active listening","Communication","Problem-solving","Resilience","Adaptability"]

Serve as the primary contact for card members with transaction concerns, including merchant disputes and unidentified charges. Proactively mediate disputes by guiding resolution strategies, gathering evidence, and explaining outcomes clearly and compliantly. Conduct structured analysis to distinguish legitimate disputes from potential fraud, manage the dispute lifecycle end to end, and apply root-cause research to reduce repeat interactions and write-offs.

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American Express
American Express
3 days ago

Customer Care Professional – Global Disputes Servicing

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Last checked: 2 hours agoStatus: Live

Job Summary

Serve as the primary contact for card members with transaction concerns, including merchant disputes and unidentified charges. Proactively mediate disputes by guiding resolution strategies, gathering evidence, and explaining outcomes clearly and compliantly. Conduct structured analysis to distinguish legitimate disputes from potential fraud, manage the dispute lifecycle end to end, and apply root-cause research to reduce repeat interactions and write-offs.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Proactively mitigate card member disputes by guiding customers through resolution strategies such as merchant portal navigation and transaction clarification.
  • •Act as a mediator between card members and merchants, conducting thorough research and analysis to ensure accurate, compliant outcomes.
  • •Conduct in-depth analysis of card member concerns using structured probing to distinguish legitimate disputes from potential fraud and ensure correct case categorization.
  • •Own end-to-end dispute lifecycle management by coordinating between card members, merchants, and back-office teams to set up cases, communicate timely updates, and reduce resolution timelines.
  • •Perform root-cause analysis and process optimization to identify systemic dispute patterns and refine dispute resolution frameworks to minimize repeat interactions.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsurancePaid ParentalRetirement

Key Requirements

  • •At least 2 years of contact center industry experience.
  • •Computer literate and able to navigate multiple computer systems and applications simultaneously with speed and accuracy.
  • •Natural communicator with active listening skills; adapt conversations to the card member’s communication style.
  • •Efficient problem-solver who evaluates card member issues and offers inventive solutions to resolve in the first contact.
  • •Resilient under a steady stream of diverse portfolios while balancing performance metrics; able to learn, incorporate feedback, and adapt during change.
Experience:2+ yearsContact center
Skills:Active listeningCommunicationProblem-solvingResilienceAdaptability

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn