Job Description

How will you make an impact in this role?

• Deliver world-class customer service, while responding to Customer inquiries and concerns via telephone call channel

• Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express

• Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs

• Meet and exceed quality goals, compliance regulations and productivity targets

• Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms

• Document necessary information, such as payment details, Customers change of details, change of address and travel notifications

• Re-prioritize and adapt to an ever-changing environment

Minimum Qualifications:

• At least 2 years of customer service experience in a contact center environment with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication

• Ability to work in a fast paced metric driven environment with proficient multitasking and navigation

• Demonstrated consultative experience, ability to influence, resourceful

• Creative problem-solving, eager to find customized solutions

• Experience in banking/financial services a plus

• Bachelor’s degree, associate’s degree and college undergrads may apply

Preferred Qualifications:

• Demonstrate personal excellence by remaining positive in difficult situations

• Display a passion to serve by delivering outstanding service in every interaction with our Customers

• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers

• Strong interpersonal, communication, verbal and written skills

• Assertiveness to handle difficult conversations

• Excellent negotiation, influencing and resourcefulness skills

• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail

• Confidence to work in a different environment e.g. actual and virtual

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.