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Customer Support Specialist
2 months ago
About the Role
We are seeking a highly skilled and empathetic Credit Specialist to join our team at American Express. As a Credit Specialist, you will play a critical role in ensuring that our Card Members receive exceptional customer service and support.
Key Responsibilities
- Provide world-class customer service to Card Members, resolving queries and concerns in a timely and professional manner.
- Conduct inbound and outbound calls to review line of credit decrease queries and to contact Card Members who have spent more than usual or are over their line of credit.
- Review financial information such as card statements sent in by Card Members to support their query.
- Make informed decisions based on challenging customer-specific situations, while minimizing risk and ensuring compliance with data protection regulations.
- Assist vulnerable customers who find themselves in unexpected financial hardship, providing support and guidance to help them get back on track.
Requirements
- Excellent communication and interpersonal skills, with the ability to build strong relationships with Card Members and colleagues.
- Confident and able to work in a high-pressure environment, taking initiative and making judgment calls when necessary.
- Highly empathetic and able to use negotiation and relationship management skills to provide win-win outcomes.
- Team player with a collaborative mindset, working closely with internal and external partner teams to ensure the right support is provided.
- Computer literate with strong written communication skills, able to work in a fast-paced environment and adapt to changing priorities.
- Well-presented and professional, with a passion for delivering exceptional customer service and growing brand loyalty.
What We Offer
- Competitive base salaries and bonus incentives.
- Support for financial well-being and retirement, including comprehensive medical, dental, vision, life insurance, and disability benefits.
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
- Generous paid parental leave policies.
- Free access to global on-site wellness centers staffed with nurses and doctors.
- Free and confidential counseling support through our Healthy Minds program.
- Career development and training opportunities.
About American Express
At American Express, we are committed to 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 this process, ensuring that our ideals are constantly upheld.
