Customer Care Professional- Commercial & Merchant Servicing (Start date: 11th May 2026) in London

At American Express, our culture is built on 175 years of innovation, shared leadership behaviours, and an unwavering commitment to our customers, communities, and colleagues. From delivering differentiated products to providing world‐class customer service, we operate with a strong risk mindset and uphold our brand promise of trust, security, and service.

As part of Team Amex, you will experience comprehensive support for your holistic well‐being, many opportunities to learn new skills, develop as a leader, and grow your career. Your voice and ideas matter; your work makes an impact and together we will help define the future of American Express.

Commercial & Merchant customer base accounts form a significant proportion of our growth and revenue. Ensuring these customers have great experiences with us is key to supporting small business card members, global corporate partners, and merchant customers.

Work Location: Hybrid – 3 days a week in our Brighton office.

How will you make an impact in this role?

• Consistently deliver extraordinary service for Commercial and Small Business Clients through inbound calls in a fast‐paced, customer care environment with a keen focus on driving a Customer First mentality.
• Consult with Card Members to understand their commercial needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure.
• Add value for our customers through Customer understanding and recommendation of relevant product offers/benefits that deepen customer engagement and loyalty.
• Address general and account‐specific customer inquiries – statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information aiming for first call resolution.
• 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: efficiency, quality, compliance regulations and customer performance metrics.

Minimum Qualifications:

• Proven Customer Service experience in service industry.
• Outstanding verbal and written communication skills.
• Solid interpersonal skills to build strong relationships with card members and internal teams and colleagues.
• A problem‐solver, with the ability to de‐escalate difficult conversations.
• Analytical and problem‐solving skills with strong attention to detail.
• Outstanding organizational skills.
• Ability to multitask in a fast‐paced environment.

Preferred Qualifications:

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem‐solving skills.
• 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.
• 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 stressful situations.
• Passion for deepening Customer relationships, through exceptional listening, Customer understanding & recommending products or tailored solutions.

Employment Eligibility: Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

Benefits:

• 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.