Credit Bust Out - Customer Team

Job description

American Express has been in existence for 160 years servicing its customers with integrity, trust, security, and quality. Today, these attributes still form the foundation of our American Express brand. American Express employees are engaged and have a passion for their work. Our continued success is solely dependent on the talent that we attract to our organization, and the response that our people make to an ever-changing environment. Every new member of our Global Credit Administration team has the opportunity to become a participant and not an observer, and by using your unique skills and background you can help us deliver superior products and services to our shareholders, customers and employees. The Credit Bust Out (CBO) Customer Team is responsible for identifying possible high risk account activity and minimizing the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action. The CBO Customer Team will be responsible for handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express and the customer. The Account Protection Specialist will be responsible for analyzing any number of activities related to inappropriate usage of the American Express Card Products and working with customers to resolve any issues identified. This role requires Account Protection Specialists to be flexible in an environment that is not ordinary and one that fosters change. Qualified candidates must be able to maintain acceptable performance standards including but not limited to: effectiveness, efficiency and world class customer service results.

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

Desired profile

• Must be willing and able to work any shift within our hours of operations, which includes nights and weekends

• The ability to work in a fast paced call center environment balancing the need to support the inbound call center while meeting production and quality goals

• Ability to effectively communicate American Express concerns while ensuring customers that they are valued

• Proven analytical skills with the ability to process large amounts of information in a short amount of time and articulate a workable solution to the customer

• Computer literate with a solid working knowledge of current Internet technology and the ability to research information for business related purposes

• Must be comfortable making decisions and recommendations in unclear circumstances and be able to manage multiple tasks effectively while progressing through work concurrently

• Resilient with the desire to continually improve personal performance, customer satisfaction and business brand and demonstrated patience and ability to solve customer concerns

• Ability to navigate in multiple computer systems while interacting with the customer simultaneously

• Must be able to effectively listen to the customer, make a connection, acknowledge and empathize when appropriate

• Must have strong time management skills and the ability to work under pressure with limited supervision • Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

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