Customer Care Professional - Financial Support Team (23rd March Start Date)

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 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.

Our Consumer Credit department encompasses a variety of different teams who strive to ensure that American Express’ ideals are constantly upheld.

Within this role, you will support our customers facing financial difficulties alongside those that may be going through a particularly challenging time. Conversations can be challenging as they discuss sensitive subjects such as mental/physical health, bereavement & loss of income with customers who are vulnerable. Our Financial Specialists are more than just a voice on the phone – they are problem solvers and relationship builders, with a strong focus on customer care and brand representation.

Our Brighton office is a 24/7 Service Centre environment. There are different shifts and teams available, and flexibility is required based on business needs. This role involves working on a rotating shift pattern, with a contract for 35 hours per week, 5 days a week, and two days off. The shifts cover the hours between 7am to 9pm, Monday-Sunday.

How will you make an impact in this role?

• 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
  
• To ensure success, you will be supported by extensive training and a variety of tools. Initially, experienced team members will support with challenging customers or situations, and as you gain confidence, you will be entrusted to make informed decisions in most cases
  

Minimum Qualifications

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy
  
• A natural communicator who can 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
  

Preferred Qualifications

• Customer Service experience, ideally in a Contact Centre environment
  

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.  

• Competitive base salaries