September 20, 2024

Amex

Team Member Credit and Collect -T2-II

Description - External

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.

Function Description:

US Credit Chat – Digital servicing team, is responsible for handling Credit cardmember queries via chat providing world’ best customer service while ensuring we solve for credit concerns

Key Responsibilities:

Service card member's using Digital chat platforms, by resolving credit concerns through educating cardmembers about product features, consult them on managing their accounts to paid status by resolving any Credit related issues, and enable higher spend

Analyze risk on customer accounts followed by making sound decisions to ensure we become a ‘payer of choice’ for our card members attaining high customer sat. & adherence to Compliance requirements

Communicates Effectively written & orally, with ability to recognize tone and mood of customer through written communication. Comfortable with communicating complex info. simply via Chat

Adaptable & Customer Centric Approach To difficult Situations through tact & empathy in communication. Ability To address 2 cardmember conversations simultaneously

Critical Factors to Success (Qualifiers):

Strong interpersonal communication & writing Skills, accompanied by strong comprehension & ability to articulate complex information clearly

Typing Speed (25-35 Words/Min). Web navigation ability, can handle basic Troubleshooting

Demonstrated ability to work effectively within a team environment as well as independently.

Ability to deliver result & display Personal Accountability

Ability to work in a fast-paced metric driven environment.

Past Experience:

Relevant experience of servicing customers via Voice or Chat medium, preferably in customer service or collection industry. Knowledge of Credit lifecycle is preferable

Academic Background:

Undergraduate / Graduate with 1-5 years of experience.

Functional Skills/Capabilities:

Excellent Communication Skills (Written & Verbal)

Comfortable working in a Rotational shift 24X7 – servicing US market

Colleague would be required work in a hybrid model

Ability to deliver results & display Personal Accountability

Compliance Language

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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