Job Description

We are hiring for the US Credit & Collections Voice function. This team empowers American Express Card Members to spend with confidence by combining credit expertise with meaningful customer engagement. The team helps Card Members understand their account status, resolve credit-related concerns, and make informed spending decisions through tailored payment and digital solutions. Through warm and insightful conversations, team members identify customer needs, explain account and credit situations, and recommend personalized solutions that enhance card usability. By guiding customers on payments, spending capacity, and digital options, the team supports both immediate and long-term spending confidence. This role is central to strengthening customer relationships, promoting financial well-being, and driving business growth through exceptional service and expertise.

• Deliver a superior customer experience to Card Members who use American Express for its exclusive benefits and services

• Support responsible spending by understanding customer profiles and needs and recommending the most suitable benefits and products while adhering to compliance guidelines

• Resolve Card Member queries and follow established call conversation models appropriately

• Provide alternative solutions and apply strong call-handling skills to ensure the best possible outcomes for Card Members

• Adhere to quality and compliance standards while achieving first-call resolution

• Make sound decisions and respond effectively to Card Member inquiries

• Demonstrate excellent verbal communication skills

• Maintain a strong customer focus, with the ability to resolve issues, handle objections, and manage challenging service situations

• Exhibit strong interpersonal, communication, and listening skills, with the ability to take ownership and de-escalate situations when required

• Demonstrate dependability, self-motivation, and adaptability to change

• Work effectively both independently and within a team environment

• Maintain professionalism, resilience, and a positive attitude in challenging situations

• Apply strong analytical and problem-solving skills with close attention to detail

• Possess working knowledge of Microsoft Office applications, including Word, PowerPoint, and Excel

Minimum Qualifications:

• Graduate or undergraduate with 2-4 years of collections/Customer service experience

• Prior voice process experience is mandatory

• Rotational shift timings in a 24×7 work environment, with rotational weekly offs

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.