Global Dispute Analyst

3 weeks ago

Kuala Lumpur, Malaysia Amex Full time

**You Lead the Way. We’ve Got Your Back.**

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

**How will you make an impact in this role?**

This position is responsible for managing relationships with internal and external shareholders and other Line of Businesses to deliver the world's best customer experience every day in card holders' billing disputes as a Global Disputes Team base in American Express Malaysia.

**Job responsibilities**
- Providing optimum services to card members and merchants and delivering flawless quality in accordance with disputes policy and procedures
- Handle market specific enquiries such as Payment Receipt, Grey Zone claim
- Perform outbound calls to card members on additional and market specific case types such as Goods and Services not Received
- Point of escalation for call centers to explain on disputes cases that are unable to be CFR (Customer First Resolution)
- Act as liaison between network card issuer and acquirer partner JCB to enable fair and thorough disputes investigation to be completed
- Handle calls with highest quality standards and ensure we deliver our brand promise
- Uphold the highest level of integrity by adhering to compliance including, but not restricted to, law and regulations, privacy and data protection principles, anti-corruption, anti-money laundering, code of conduct and sanction rules
- Participate in briefings/trainings, town halls, employee engagement and team building activities

**Minimum Qualifications**
- Proficient in English (both verbal and written) - at least business level.
- Minimum JLPT N2 (Japan Language Proficiency Test) certificate for reading, writing, and speaking or equivalent experiences in the past working in Japanese market.
- Proficient in using Microsoft Applications.
- High sense of efficiency and accuracy.

**Preferred Qualifications**
- Native Japanese accent is a key requirement to enable effective communication with Japanese customers and shareholders
- Passion and confidence in communicating in Japanese is an essential requirement to be successful in this role as well as active listening
- Degree and above, with at least 3 years’ experience in the relevant field. At least 1 year of customer service experience
- Strong analysis and problem-solving skill to provide the best solution for customers
- In-depth knowledge on disputes Business Operational Policy and JCB Operational Policy
- Team player who is able to work in a diverse group with high level of integrity
- Great understanding on Japan market culture
- Business etiquette in writing in both Japanese and English
- Service-oriented and able to communicate well with conversational English
- Team player who is able to work in a diverse group with high level of integrity

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

- 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 or onsite arrangements depending on role and business needs
- 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

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