Apprentice (Customer Service)

A DGT Representative operates as a pivotal point of contact for card members (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.

• 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 Lifecycle Management: Own end-to-end dispute handling by serving as a liaison between Card Members, merchants, and back-office teams to ensure accurate case setup, timely communication, and reduced resolution timelines. Leverage expertise in re-dispute management through thorough review of prior cases, merchant responses, and new evidence to drive effective case re-evaluation and resolution.
• Root Cause Analysis & Process Optimization: Apply investigative methodologies to identify systemic dispute patterns, enhancing process efficiency and minimizing repeat interactions. Partner with internal teams to refine dispute resolution frameworks, and initiate CMA (Card Member Agreement) research when case behavior indicates inconsistency with terms and conditions.
• Customer Advocacy & Experience Enhancement: Champion the Card Members perspective by delivering empathetic communication, clear guidance, and transparent resolutions throughout the dispute process fostering trust, loyalty, and superior customer experience.

Minimum Qualifications

• Bachelors degree
• Not more than 5 years of difference between bachelors degree completion date and Joining date
• Should not have more than 11 months of work experience
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• A willingness to learn and adapt to new tasks and challenges• Ability to maintain confidentiality

Preferred Qualification

• Experience analysing complex information and make 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

Compliance Language

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, youll experience this powerful backing:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Career development and training opportunities