Member Services Professional

Work Location Options: Onsite

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. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Responsibilities

How will you make an impact in this role?

• Responsible for contacting clients with overdue accounts to secure the settlement of the account.
• Preventive work to avoid future overdues with accounts that have a high exposure.
• Deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the London Heathrow Airport.
• Act as ambassadors of the brand, exciting customers and delivering on the brand promise.
• Provide travel, card, concierge and lifestyle services to American Express Card Members.
• Tailor products and services to assist Card Members with their immediate needs and deepen their relationship with American Express.

Minimum Qualifications

It is our mission to become essential to our Card Members by providing differentiated products and services. MSPs do this by:

• Welcoming and providing access to our Card Members upon arrival at reception.
• Being accountable and taking ownership of the customers experience from beginning to end.
• Creating innovative ways to resolve customers issues or concerns to win their brand loyalty.
• Employing the Customer First philosophy in meeting customers needs and expectations.
• Providing concierge and lifestyle recommendations.
• Providing travel consultation and minimal reservation assistance.
• Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners.

Lounge Hours of operation are from 05:30am to 10:00pm Monday-Sunday. Hours are subject to change due to business need.

Preferred Qualifications

A successful candidate will possess the following qualifications:

• Minimum of 1 year recent experience servicing premium customers.
• Airline, lounge or travel industry experience required, including reservation experience.
• Passion for servicing customers with proactive solutions.
• Exceptional communication skills, delighting the customer with every single interaction.
• The ability to listen to the customers needs, offering confident recommendations.
• Must exhibit the utmost professionalism and maintain a positive attitude in all interactions.
• The ability to rely and collaborate with your colleagues in a fast-paced, team environment.
• Ability to make decisions quickly and effectively, putting the Card Members experience at the forefront.
• Must be resourceful and capable of using the Internet effectively to research.
• Adapt to an ever changing environment and be resilient.
• Ability to work flexible shifts including nights, weekends, additional hours when needed and holidays.
• Light to moderate lifting may be required for certain job tasks.

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

Benefits

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.