Job Description

As a Customer Care Professional, you will play a critical role in delivering exceptional customer experiences while supporting the processing of banking product applications. This role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, customer-focused environment.

• Handle inbound and outbound customer calls, along with case management activities, to process banking product applications accurately and efficiently.
• Deliver exceptional customer service through phone in a fast-paced, structured environment.
• Meet and exceed key performance metrics, including customer satisfaction, quality, average handling time, schedule adherence, and compliance standards.
• Safeguard customer information by maintaining the highest level of integrity and adhering to all regulatory and compliance requirements.
• Build meaningful customer relationships through empathy, active listening, and effective problem-solving.
• Handle customer objections professionally and provide end-to-end solutions that meet customer needs.
• Navigate multiple web-based systems efficiently while managing several tasks simultaneously.

• Prior experience in a BPO or Call Center Voice Process.
• Ability to thrive in a fast-paced, performance-driven environment.
• Strong multitasking skills with proficiency in navigating multiple web-based applications.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport and connect with customers.
• Demonstrated commitment to delivering an exceptional customer experience.
• Ability to apply customer service best practices with professionalism, empathy, and attention to detail.
• Willingness to develop consultative communication skills, including objection handling, customer engagement, and solution-oriented conversations.

• Strong attention to detail and accuracy.
• Analytical mindset with the ability to identify opportunities for process improvement.
• Excellent written and verbal communication skills, including active listening and the ability to adapt communication style to meet customer needs.

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.