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Customer Support Specialist

2 months ago

Brighton, Brighton and Hove, United Kingdom AMEX Full time
{"title": "Credit Specialist Role Overview", "content": "

At American Express, we're committed to delivering exceptional customer experiences. As a Credit Specialist, you'll play a critical role in ensuring our Card Members receive the best possible service.

As a member of our 'Current' Credit & Collections team, you'll be responsible for reviewing line of credit decrease queries, contacting Card Members who have exceeded their credit limit, and reviewing financial information to support their queries.

You'll work closely with our internal and external partner teams to ensure the right support is provided, and you'll have the opportunity to make a real impact on our customers' lives.

With extensive training and a wide range of tools at your disposal, you'll be empowered to make informed decisions and provide world-class customer service.

As a Credit Specialist, you'll be part of a team that delivers outstanding outcomes for our Card Members and great results for the business.

Key responsibilities include:

  • Recovering overdue balances and enabling further spend
  • Minimizing risk and making informed decisions based on challenging customer situations
  • Assisting vulnerable customers who find themselves in unexpected financial hardship
  • Delivering world-class customer service and growing brand loyalty

We're looking for individuals who are passionate about customer service, have excellent communication skills, and are able to work in a high-pressure environment.

As a Credit Specialist, you'll have the opportunity to develop your skills and knowledge, and you'll be recognized for your contributions, leadership, and impact.

We offer a competitive base salary, bonus incentives, and a range of benefits to support your physical, financial, and mental well-being.

Join us and be part of a team that's dedicated to delivering exceptional customer experiences and making a real difference in people's lives.

", "requirements": "

To be successful in this role, you'll need:

  • An excellent communicator with exceptional interpersonal skills
  • Confident taking initiative and making judgement calls
  • Highly empathetic with an accomplished telephone manner
  • Able to use negotiation and relationship management skills to provide win-win 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 complex topics over the phone or chat
  • Ensure strict ID verification and compliance with data protection to safeguard accounts
  • Uphold the American Express brand image and customer loyalty through outstanding customer service
  • Work to the highest standards with a balanced delivery of both customer experience and shareholder value
  • Engage with our internal and external partner teams to ensure the right support is provided
  • Computer Literate with strong written communication
  • Well-presented and professional
  • Passionate about American Express and customer service
  • Be flexible and adaptable
", "benefits": "

We offer a range of benefits to support your physical, financial, and mental well-being, including:

  • Competitive base salary
  • 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
", "contact": "

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

"}