Job Description

Our Consumer Credit department encompasses a variety of different teams who strive to ensure that American Express' ideals are constantly upheld. To ensure success, you will undergo extensive 8-week training and be provided with a wide range of tools. This will empower you to make informed decisions in almost all situations! You will have continuous coaching monthly once training has been completed, to enable you to reach your fullest potential.

There are different shifts and teams available, and flexibility is required based on business needs. This role involves working on a rotating shift pattern.

Responsibilities

• Recovering overdue balances, enabling further spend, minimising risk, making informed decisions based on challenging customer specific situations.
• Demonstrate empathy and compassion in every interaction, especially during sensitive and vulnerable conversations.
• Maintain a calm, non-judgmental tone, even in high pressure scenarios.
• High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines.
• Offer consultative support and recommending products or solutions tailored to each Card Member.

Qualifications

Minimum Qualifications

• Bachelor's degree
• Not more than 5 years of difference between highest education degree completion date and Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• A willingness to learn and adapt to new tasks and challenges
• Ability to maintain confidentiality

Preferred Qualifications:

• Computer literate, able to navigate through multiple computer systems and
  applications simultaneously, with speed and accuracy.
• A natural communicator who can build relationships effectively, demonstrate
  active listening skills and adapt conversation to suit the situation and the Card
  Member's communication style.
• Resilience and empathy are needed to efficiently manage a steady stream of
  diverse customer calls (including vulnerable customers), whilst balancing
  performance to meet a variety of metrics.
• A problem-solver to efficiently evaluate Card Member issues and offer the best
  inventive solutions with a view to resolving on the first contact.
• Excellent negotiation, analytical, and decision-making skills, with strong
  attention to detail and the ability to be assertive.
• Able to be flexible, adaptable, and work as part of a team within a highly
  supportive and collaborative environment.

Compliance Language

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. As part of Team Amex, you'll experience this powerful backing:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Career development and training opportunities

About Us

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.