Customer Service Analyst at American Express (Gurugram) | Full Time

Job Description

A DGT Representative serves as a key point of contact for cardmembers (CMs) facing transactional issues, from merchant disputes to unrecognized charges. This role involves root cause analysis, dispute resolution strategy, and compliance to protect both customer satisfaction and organizational integrity.

Key Responsibilities

• Resolve and mediate Card Member disputes by guiding customers through solutions like 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 research and analysis in line with Regulation Z and the Fair Credit Billing Act (FCBA).
• Act as a consultant and conciliator between Card Members and American Express to gather evidence, clearly communicate resolutions, and recommend alternatives that reduce financial write-offs and support long-term satisfaction.
• Analyze Card Member concerns using structured probing to distinguish legitimate disputes from potential fraud, ensuring proper case categorization and processing per GDM and FCIA protocols.
• Manage the full dispute lifecycle as a liaison between Card Members, merchants, and back-office teams to ensure accurate case setup, timely communication, and faster resolution. Use expertise in re-dispute management by reviewing prior cases, merchant responses, and new evidence for effective re-evaluation.
• Investigate systemic dispute patterns to improve process efficiency and reduce repeat interactions. Partner with internal teams to refine dispute resolution frameworks and initiate CMA research when case behavior suggests inconsistencies with terms and conditions.
• Champion the Card Member’s perspective with empathetic communication, clear guidance, and transparent resolutions throughout the dispute process, fostering trust, loyalty, and superior customer experience.

Qualifications

Minimum Requirements:

• Computer literate, able to navigate multiple computer systems and applications simultaneously with speed and accuracy.
• Natural communicator who demonstrates active listening and adapts conversation to suit the situation and the Card Member’s communication style.
• A problem-solver who efficiently evaluates Card Member issues and offers the best inventive solutions with a view to resolving on first contact.
• A capacity to learn, willingness to try new things, ability to incorporate feedback, and agility through change and difficult situations.
• Resilience to efficiently manage a steady stream of diverse customer portfolios while balancing performance to meet various metrics.

Preferred Requirements:

• Experience analyzing complex information and making effective decisions in ambiguous situations.
• Disputes experience is preferred but not required.
• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and problem-solving skills.

About the Company

At American Express, our culture is built on a 175-year history of innovation, shared values, and Leadership Behaviors, with an unwavering commitment to back our customers, communities, and colleagues. From differentiated products to world-class customer service, we operate with a strong risk mindset, upholding our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new 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 define the future of American Express.