Description - External

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 with comprehensive support for your holistic well-being and many opportunities to learn recent 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.

Description

A DGT Representative operates as a pivotal point of contact for cardmembers (CMs) facing transactional concerns, ranging from merchant disputes to unidentified charges. The role is multifaceted, encompassing root cause analysis, dispute resolution strategy, and compliance adherence to safeguard both customer satisfaction and organizational integrity.

Responsibilities
- Dispute Resolution & Mediation:



Proactively mitigate Card Member disputes by guiding customers through resolution strategies such as merchant portal navigation and transaction clarification, aiming for high first-contact resolution. Act as a mediator between Card Members and Merchants to ensure accurate, compliant outcomes through thorough research and analysis in alignment with Regulation Z and the Fair Credit Billing Act (FCBA).
- Consultative Partnership & Financial Impact: Serve as a consultant and conciliator between Card Members and American Express to gather evidence, communicate resolutions clearly, and recommend alternative solutions that minimize financial write-offs and support long-term customer satisfaction.
- Analytical Case Resolution: Conduct in-depth analysis of Card Member concerns using structured probing techniques to distinguish legitimate disputes from potential fraud, ensuring accurate case categorization and processing in alignment with GDM and FCIA protocols for efficient downstream handling.
- Dispute Lifecycl

📌 Apprentice - Customer Service (Voice) (Gurugram)
🏢 American Express
📍 Gurugram