Customer Care Professional – International Currency Card (Start date: 24th February)

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.

Global Customers select the American Express International Currency Card product suite because of its renowned reputation for delivering superior and exceptional Customer Service experiences throughout the lifecycle of the relationship. The Customer base is diverse and that in itself brings significant challenges. The customer base is UK, as well as global, multi-lingual. There are highly complex Compliance regulations governing the relationships, whilst the Customer demands absolute privacy and exceptionally high spend levels associated with the accounts requires prudent and yet dynamic risk management to match the Customers life style.

How will you make an impact in this role?

The Customer Care Professional is tasked with delivering superior experiences and developing relationships with our Customers and Private Banks. In joining this team, you must be an advocate of Premium Service.

Responsibilities:

• Provide a world class service to card members, through frontline service delivery on a variety of ICC and UK products and processes.
• The major focus of this role is to act as a primary service delivery contact for the International Currency Card & UK Cardmembers using courtesy, tact and sensitivity when handling incoming enquiry calls of a routine nature.
• Building and management of cross-departmental relationships to ensure CEN success.
• Accurately interpret Amex policies and procedures to provide innovative solutions to resolve customer enquiries.
• Delivering outstanding service at every turn is paramount and this is the critical challenge associated with the position.

This is a frontline, inbound, phone-based role.

This role may be subject to additional background verification checks.

Your core responsibilities as a Customer Care Professional at American Express will include:

• Delivering world-class customer service, while responding to customer inquiries and concerns over the phone
• Building 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 customer's experience by identifying opportunities to offer products based on our Cardmember's 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
• Reprioritize and adapt to a constantly evolving environment

Minimum 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 virtual environment
• Shift work (7.30 - 20.00) Monday to Sunday 7 days a week (working 5 days) - 35 hours a week

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, onsite or virtual arrangements depending on role and business need
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.