Customer Support Specialist

2 months ago

Brighton, Brighton and Hove, United Kingdom AMEX Full time
About the Role

We are seeking a highly skilled and motivated Credit Specialist to join our 'Current' Credit & Collections team. As a Credit Specialist, you will play a critical role in ensuring that our Card Members receive exceptional service and support.

Key Responsibilities
  • Conduct inbound and outbound calls to review line of credit decrease queries and 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 in almost all situations, with continuous coaching on a monthly basis to enable you to reach your fullest potential.
  • Recover overdue balances, enable further spend, minimize risk, and make informed decisions based on challenging customer-specific situations.
  • Assist vulnerable customers who find themselves in unexpected financial hardship, while delivering world-class customer service and growing brand loyalty.
Requirements
  • An excellent communicator with exceptional interpersonal skills.
  • Confident taking initiative and making judgment 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.
  • 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.
What We Offer
  • 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.

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