Customer Care Professional – US Servicing

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.

Customer Care Professional – US Servicing

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.

Role & Responsibilities:

Customer Care Professional – US Servicing

Help propel your team and its business partners to success.
What would you do every day as a Customer Care Professional?

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership
• Indulge in recognizing our Card Members as individuals through unexpected relevant recommendations of product offers and benefit enrollments that deepen customer engagement.
• Develop key selling skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and closing sales.
• Address general and account-specific customer inquiries- statement and APR inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
• Meet and exceed performance goals that include, but are not limited to sales rates, quality goals, compliance regulations and productivity targets.

Customer Care Professional – US Servicing

Preferred Skills: 

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills.
• Strong written and communication skills to be able to converse effectively and naturally with our customers.
• Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
• Passion for consultative sales, recommending products or solutions tailored to each customer.
• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and difficult situations.
• Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.
• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
• Timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day.

Customer Care Professional – US Servicing

Preferred Qualifications:

• Should have minimum 1 year relevant CSAT/NPS experience. Should have at least a year of voice account experience from the most recent company joined (U.S. customer service)
• Premium customer service experience (preferably in BFSI, additional billing experience also helpful) and/or sales experience with a passion for building customer loyalty through exceptional listening and relationship building
• Sales experience (Value generation / consultative selling)
• Successful in previous job (high performer)
• Must have been measured on Customer VOC (Voice of Customer) and AHT (Average Handling Time) from the most recent company joined
• Bachelor’s degree, associate degree and college undergrads may apply

Customer Care Professional – US Servicing

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

Customer Care Professional – US Servicing

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