Pipeline Future Needs Financial Customer Support, Credit

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical financial and mental health as well as providing the flexibility you need to thrive personally and professionally:Competitive base salariesBonus incentivesSupport for financial-well-being and retirementComprehensive 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 needGenerous 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 programCareer development and training opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.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 youll 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.Thisrole 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 roleDemonstrate empathy and compassion in every interaction especially during sensitive and vulnerable conversationsMaintain a calm non-judgmental tone even in high pressure scenariosHigh level of integrity to work with Customer information while adhering to all Quality Regulatory and Compliance guidelinesOffer consultative support and recommending products or solutions tailored to each Card MemberTo 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 casesSpecialists in the Financial Difficulties team also gain invaluable experience that could enable you to excel as your career continues at American ExpressMinimum Qualifications:Computer literate able to navigate through multiple computer systems and applications simultaneously with speed and accuracyA natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Members communication styleResilience 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 metricsA problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contactExcellent negotiation analytical and decision-making skills with strong attention to detail and the ability to be assertiveA capacity to learn willingness to try new things ability to incorporate feedback and agility through change and difficult situationsAble to be flexible adaptable and work as part of a team within a highly supportive and collaborative environmentPreferred Qualifications:Customer service experience ideally in a contact centre environmentCompliance LanguageEmployment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions. Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator Employment Type : Full-Time Experience: years Vacancy: 1