Job Description

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

American Express is on a journey to provide the world's best customer experience every day. The SBS Dispute Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service.

This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required. To Solve for Amex Card Member's queries efficiently and provide the world's best customer experience every day

Responsibilities

Ability to Take Quick Decisions and Respond to Customer Inquiries
Deliver extraordinary customer care by responding to questions concerning disputes
Provide Superior Customer Experience on Calls to American Express Card Members
Resolve all Customer Queries and Follow Established Procedures as Appropriate
Provide alternatives and effectively handle service no scenarios
Deliver to the Customer, Employees and Shareholder Metrics as per Goals
Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands
To Meet Their Needs and Ensure Quality Service is given at all times
Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
Document necessary account information and offer custom solutions that benefit the customer
Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Qualifications

Minimum Qualifications:

At least college level – Bachelor's Degree Graduate/Undergraduate, Associate Degree Graduate/Undergraduate, Vocational Course Graduate/Undergraduate; Not OK with SHS Graduate
Okay with old curriculum HS graduate as long as with solid BFSI experience
At least 1 ½ years of inbound BPO experience with VOCM/CSAT/NPS/RTF/OSAT in most recent experience is REQUIRED.
Good communication skills candidates should have the ability to handle free flowing conversation – A natural conversationalist

Preferred Qualifications

BFSI is preferred but not required.
Dispute/fraud experience is preferred but not required.
Open to candidates with current support/TL roles , no phone time required.

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).

About Us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold 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 us define the future of American Express.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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