Customer Care Professional – Financial Support Team (Start Date: Monday 3rd August) in Brighton

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience daily by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

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. 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.

The 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 7 am to 9 pm, Monday‑Sunday.

• Demonstrate empathy and compassion in every interaction, especially during sensitive and vulnerable conversations.
• Maintain a calm, non‑judgmental tone, even in high‑pressure scenarios.
• Exercise a high level of integrity when handling Customer information while adhering to all Quality, Regulatory and Compliance guidelines.
• Offer consultative support and recommend products or solutions tailored to each Card Member.
• Provide compassionate, end‑to‑end support to customers experiencing bereavement, guiding executors and authorized representatives through the process of closing accounts and settling estate‑related affairs with clarity, sensitivity, and adherence to regulatory and internal policies.
• Receive extensive training and support from experienced team members, gradually gaining the confidence to make informed decisions in most cases.
• Gain experience that could enable career advancement within American Express.

• 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 to manage a steady stream of diverse customer calls (including vulnerable customers) while balancing performance metrics.
• A problem‑solver who efficiently evaluates Card Member issues and offers 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, incorporate feedback, and adapt through change and difficult situations.
• Flexibility, adaptability, and teamwork within a highly supportive and collaborative environment.

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

Employment eligibility to work with American Express in the UK is required; visa sponsorship will not be pursued for these positions.

• Competitive base salaries
• Bonus incentives
• Support for financial wellbeing 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 centres staffed with nurses and doctors (depending on location)
• Free and confidential counselling support through our Healthy Minds programme
• 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.