Complaint Resolution Analyst

Sydney, NSW, Australia(Hybrid)

**Job Description**

The Global Customer Research and Solutions (GCRS) team sits at the heart of doing what’s right for customers, for merchants, and for the business. We don’t just resolve complaints; we uncover insights, influence change, and help shape how Amex shows up for millions of people every day. The team manages complaints on behalf of all areas of the business, including executive complaints, regulatory complaints from AFCA, FSCL, and other regulatory bodies in Australia and New-Zealand.

You’ll be empowered to own a customer’s entire complaint journey end‑to‑end. You’ll investigate issues deeply, collaborate across the business, and make informed decisions that truly matter. Your work won’t sit in a queue; it will help identify improvements that influence how we serve customers.

You’ll also become a trusted specialist in handling Internal and External Dispute Resolution, ...