Financial Customer Support, Credit & Collections (Start Date 1st September)

This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you will experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Our Consumer Credit department encompasses a variety of different teams who strive to ensure that American Express’ ideals are constantly upheld. Within this role, you will support our customers facing financial difficulties alongside those that may be going through a particularly challenging time. Conversations can be challenging as they discuss sensitive subjects such as mental/physical health, bereavement & loss of income with customers who are vulnerable. Our Financial Specialists are more than just a voice on the phone – they are problem solvers and relationship builders, with a strong focus on customer care and brand representation.

Our Brighton office is a 24/7 service centre environment. There are different shifts and teams available, and flexibility is required based on business needs. This role involves working on a rotating shift pattern, with a contract for 35 hours per week, 5 days a week, and two days off. The shifts cover the hours between 7am to 9pm, Monday-Sunday.

How will you make an impact in this role?

• Demonstrate empathy and compassion in every interaction, especially during sensitive and vulnerable conversations.
• Maintain a calm, non-judgmental tone, even in high pressure scenarios.
• High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines.
• Offer consultative support and recommending products or solutions tailored to each Card Member.

To ensure success, you will be supported by extensive training and a variety of tools. Initially, experienced team members will support with challenging customers or situations, and as you gain confidence, you will be entrusted to make informed decisions in most cases. Specialists in the Financial Difficulties team also gain invaluable experience that could enable you to excel as your career continues at American Express.

Minimum Qualifications:

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• A natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.
• Resilience and empathy are needed to efficiently manage a steady stream of diverse customer calls (including vulnerable customers), whilst balancing performance to meet a variety of metrics.
• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.
• Able to be flexible, adaptable, and work as part of a team within a highly supportive and collaborative environment.

Preferred Qualifications:

• Customer service experience, ideally in a contact centre environment.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

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