Complaint Resolution Analyst

The Global Customer Research and Solutions (GCRS) team sits at the heart of doing what’s right for customers, for merchants, and for the business. We don’t just resolve complaints; we uncover insights, influence change, and help shape how American Express shows up for millions of people every day. The team manages complaints on behalf of all areas of the business, including executive complaints, regulatory complaints from AFCA, FSCL, and other regulatory bodies in Australia and New-Zealand.

You’ll be empowered to own a customer’s entire complaint journey end‑to‑end. You’ll investigate issues deeply, collaborate across the business, and make informed decisions that truly matter. Your work won’t sit in a queue; it will help identify improvements that influence how we serve customers.

You’ll also become a trusted specialist in handling Internal and External Dispute Resolution, regulatory matters, privacy requests, and subpoenas all supported through hands on training and a team that champions your growth.

• Listen to customers, and communicate constantly throughout their complaint journey

• Use all available tools, and partner with all teams necessary to determine the right way forward

• Be inquisitive and look for ways to improve our customers’ experience with Amex, making their lives better

• Maintain high levels of organisation, and availability across all channels of contact

• Be an active and supportive colleague within a high performing team, and the wider enterprise

• Complaints, credit or financial services experience is highly regarded

• Customer service experience and passion is essential

• Outstanding verbal and written communication skills

• Interpersonal skills and ability to build relationships with customers and colleagues

• Able to solve problems, and seek them out, with the ability to remain calm during challenging scenarios and interactions

• Ability to manage your time, prioritise, and keep on track

• Familiarity with customer journeys, card products, processes and procedures is highly regarded