Financial Customer Support Specialist

2 weeks ago

Brighton, United Kingdom American Express Full time
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.

Go above and beyond at a company that sets the standard for customer-first service.

American Express is a global service company, providing our Card Members with exceptional access to products and experiences that enrich lives and build business success.

Our Consumer Credit department is fundamental in that process, encompassing a variety of different teams who strive to ensure that these ideals are constantly upheld.

Our Brighton office is a 24/7 service centre environment with a variety of shifts and teams available, 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?
  • In this role, you will be supporting 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.
  • You will be responsible for conducting financial assessments, asking relevant questions, and providing customers with the best solutions.
  • Our Financial Specialists have skills that include providing empathy, active listening, making informed decisions based, assisting vulnerable customers, performing under pressure, resilience, and enabling our customers to recover financially whilst delivering exceptional customer service and enhancing brand loyalty.
  • You will represent the American Express brand. 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. The people you will work with, and the Card Members you will care for, value your passion and unique personality as much as we do.
  • Specialists in the Financial Difficulties team also gain invaluable experience that could enable you to excel as your career continues at American Express.
  • To ensure your success, you will be supported by extensive training and a variety of tools. Initially, experienced team members will assist you with challenging customers or situations, and as you gain confidence, you will be entrusted to make informed decisions in most cases.
  • Prior experience in call centres or credit environments is beneficial but not mandatory. More importantly, you will be part of a team that delivers outstanding outcomes for our Card Members and great results for the business
Minimum Qualifications:
  • An excellent communicator with exceptional interpersonal skills;
  • Confident taking initiative and making judgement calls;
  • Highly empathetic with an accomplished telephone manner is essential;
  • Able to ask questions to our customers to ensure we understand their unique situations and provide them with the best outcomes;
  • A team player, working in a highly supportive and collaborative environment;
  • Be confident and able to work in a high-pressure environment talking to potentially vulnerable customers;
  • Have the emotional resilience and the ability to discuss sensitive topics over the phone;
  • Ensure strict ID verification and compliance with data protection to safeguard sensitive accounts;
  • Uphold the American Express brand image and customer loyalty through outstanding customer service;
  • Work to the highest standards, balancing customer customer experience and shareholder value;
  • Engage with our internal and external partner teams to ensure the right support is provided;
  • Proficiency in using computers is essential;
  • Well-presented and professional;
  • Passionate about American Express and customer service;
  • Flexibility and adaptability.
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.

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