Description
The Global Customer Research and Solution team is responsible for handling complaints received from Customers and Merchants in a way that is fair, consistent and timely. Additionally, we manage in-depth regulatory claims and requests from customers in respect to RBI Guidelines as well as liaising with the Financial Ombudsman to ensure full transparency and integrity.
Our Complaints Analysts are responsible for thoroughly investigating all sides of a complaint, speaking to customers to fully understand every aspect of the problem. You’ll explore all of our systems and processes, gathering evidence and liaising with other teams to determine the correct outcome. You will then communicate your findings in writing and via telephone.
The role will be very diverse and successful applicants will receive full training and support to ensure that they have the knowledge to cover complaints for all areas of the Blue Box – including Consumer, Commercial and Merchant.As such, an inquisitive mind and a self-starting attitude is a pre-requisite.

Responsibilities




- Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with RBI Guidelines and Principles
- Striving to embody a Customer First ethos in all interactions with Cardmembers and Merchants, via phone, email, and letter to repair and strengthen the relationship
- Compiling accurate and complete case files, showing evidence of systems used during investigation and updating notes within your file to reflect actions/progress of investigation
- Impartially reviewing all relevant evidence to address all aspects of a complaint, and arriving at the fairest outcome
- Utilising a variety of systems and working with other departments and business partners to obtain complete understanding of the circumstances surrounding the complaint in order to reach an appropriate decision
- Reviewing Terms and Conditions of our Cards, Merchants, Insurance produ

📌 Apprentice (Gurugram)
🏢 American Express
📍 Gurugram