Complaint Specialist

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Work's Best Company To Work For 2025

How will you make an impact on this role?

The Global Complaints & Privacy (GC&P) organization supports complaint research, issue identification and resolution while ensuring work aligns with legal, regulatory and complaint program requirements. The team researches Card Member issues, escalates recurring issues and themes, resolves complaints directly with Card Members and performs quality reviews that help strengthen the Card Member experience.

Within GC&P, the Second Level Review (2LR) Travel Team supports Card Member complaints related to Travel & Concierge Experiences (TCE). A successful Complaint Specialist has a passion for delivering extraordinary service and the ability to manage time and workload to achieve strong business results. This role is critical to delivering fair, thoughtful and timely complaint outcomes while helping identify themes that improve the Card Member experience.

The Complaint Specialist is responsible for second level review, research, validation and resolution of assigned complaints received through the Global Complaints on CLIC (GCC) system. This includes maintaining case quality, supporting case integrity and managing inventory within business-identified SLAs.

Complaint research requires familiarity with travel industry bookings, procedures, processes and applicable company policies. Complaint Specialists must demonstrate confidence and sound judgment when handling difficult Card Member interactions and escalations. They are also responsible for processing applicable fulfillment, such as statement and Membership Rewards point credit adjustments and providing coaching feedback to Frontline Travel Counselors and Team Leaders.

• Manage assigned complaint inventory to meet timely resolution expectations and business SLAs.

• Communicate with Card Members to address escalations, answer questions and support complaint resolution.

• Research, validate and resolve complex and nuanced case concerns.

• Identify recurring issues, complaint themes and opportunities for process improvement and redesign.

• Support ad hoc projects aligned to business, compliance and process improvement priorities.

Minimum Qualifications:

• Minimum of 2 years of proven TCE experience and/or travel industry knowledge.

• Experience identifying and creating complaints in Global Complaints on CLIC (GCC) including AENB71 complaint types.

• Ability to manage multiple priorities, adapt to changing needs and collaborate in a fast-paced environment.

• Strong communication skills including active listening, effective probing questions and professional written communication for case documentation, partner correspondence and Card Member communications.

• Strong analytical, problem-solving, organizational and detail-orientation skills.

• High level of integrity when handling confidential information.

• Knowledge of GCC, Microsoft Word, Excel, PowerPoint, SabreRed 360, OPUS, SpeechMiner, NICE, Nexidia, AskAmex and CIE.

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig 
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home) 
• Work From Home Requirements: 
  • Must have at least 25 mbps internet connection plan / speed 
  • Must have a private & quiet area to work at home 
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.
 
If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).