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- Tasks: Assist small business customers with credit queries and collections through calls.
- Company: Join American Express, a global leader in customer service and financial solutions.
- Benefits: Enjoy flexible working options, competitive salaries, and comprehensive health benefits.
- Why this job: Be part of a supportive team that values your unique personality and fosters growth.
- Qualifications: No prior experience required; strong communication and empathy skills are essential.
- Other info: Work in a dynamic 24/7 environment with opportunities for career development.
The predicted salary is between 30000 - 42000 £ per year.
You Lead the Way. We’ve Got Your Back. 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.
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. Go above and beyond at a company that sets the standard for customer-first service. American Express is a global service company, providing our Card Members with exceptional access to products and experiences that enrich lives and build business success.
Our Consumer Credit department is fundamental in that process, encompassing a variety of different teams who strive to ensure that these ideals are constantly upheld.
How will you make an impact in this role? This role is a Credit Specialist in the Small Business team. In this role you will take inbound calls relating to UK Small Business cards and ask questions to work towards a solution. You will conduct outbound calls to collect overdue or high balances on the UK Small Business cards and review financial information such as statements sent in by Card Members to support their query.
To ensure success, you will undergo extensive training and be provided with a wide range of tools. This will empower you to make informed decisions in almost all situations! You will have continuous coaching on a monthly basis once training has been completed, to enable you to reach your fullest potential.
Our Specialists have skills that include, but are not limited to; recovering overdue balances, enabling further spend, minimising risk, making informed decisions based on challenging customer specific situations; and assisting vulnerable customers who find themselves in unexpected financial hardship, all whilst delivering world class customer service and growing brand loyalty.
Every one of our Credit Specialists represent the American Express brand. They take work seriously because they are more than just a voice on the other side of the phone or screen, they’re problem solvers and relationship builders. The people you will work with, and the Card Members you will care for, value your passion and unique personality as much as we do.
For this role, prior experience in call centres or credit environments is useful but not required! More importantly you will be part of a team that delivers outstanding outcomes for our Card Members and great results for the business.
Minimum Qualifications:- Proven experience in a credit & collections role
- Preferable experience in a customer servicing position within International Credit & Collections
- An excellent communicator with exceptional interpersonal skills
- Confident taking initiative and making judgement 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
- Be 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
Our Brighton office is a 24/7 service centre environment with a variety of shifts and teams available, flexibility is required based on business needs. American Express will support working from home should our site remain closed.
QualificationsWe 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Small Business Customer Support Specialist - Credit & Collections | Brighton, UK employer: American Express
Contact Detail:
American Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Small Business Customer Support Specialist - Credit & Collections | Brighton, UK
✨Tip Number 1
Familiarise yourself with American Express's values and mission. Understanding their commitment to customer service and community support will help you align your responses during interviews, showcasing that you're a great fit for their culture.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Since you'll be dealing with potentially vulnerable customers, demonstrating empathy and effective problem-solving abilities will set you apart from other candidates.
✨Tip Number 3
Research common credit and collections scenarios that small businesses face. Being knowledgeable about these issues will allow you to speak confidently about how you can contribute to resolving them, making you a more attractive candidate.
✨Tip Number 4
Network with current or former employees of American Express. They can provide valuable insights into the company culture and the specifics of the role, which can help you tailor your approach when applying through our website.
We think you need these skills to ace Small Business Customer Support Specialist - Credit & Collections | Brighton, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and credit & collections. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle challenging situations. Mention specific examples of how you've successfully resolved customer issues in the past.
Highlight Soft Skills: Emphasise your interpersonal skills, empathy, and ability to work under pressure. These are crucial for the role, so provide examples of how you've demonstrated these qualities in previous positions.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at American Express
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Small Business Customer Support Specialist. Familiarise yourself with credit and collections processes, as well as the importance of customer service in this role.
✨Showcase Your Communication Skills
As this role requires exceptional interpersonal skills, be prepared to demonstrate your communication abilities. Practice articulating your thoughts clearly and confidently, and think of examples where you've successfully resolved customer issues.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and emotional resilience. Prepare for scenarios where you might need to handle vulnerable customers or negotiate solutions, and think about how you would approach these situations.
✨Emphasise Teamwork and Adaptability
American Express values collaboration and flexibility. Be ready to discuss your experiences working in teams and how you've adapted to changing environments or pressures, especially in customer service settings.
