The Commercial Servicing Network is a dedicated team of Customer Care Professionals, leaders and support groups working together to deliver outstanding service every day to our Card Members around the world. Our dedicated care professionals and partners strive to treat every servicing interaction as an opportunity to put the customer first, add meaningful value, and deepen relationships.
Responsibilities- Consistently deliver extraordinary service (through chat or phone, as required,) whilst in a fast-paced, structured, customer care environment.
- Able to address 2-3 Chat conversations simultaneously.
- Ready to work in 24/7 shift environment and minimum 3 days work from office in a given week.
- Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement.
- Develop key consulting skills, including building a human connection with customers through care and empathy, handling objections, and providing solutions.
- Meet and exceed performance goals that include customer satisfaction, consultative sales, handling time, schedule adherence, and compliance regulations.
- Maintain a high level of integrity to work with customer information and meet compliance requirements.
Minimum Qualifications
- Bachelor’s degree
- Not more than 5 years of difference between highest education degree completion date and
- Joining date
- Should not have enrolled in any prior Government Apprenticeship programs
- Strong attention to detail and accuracy
- Good communication and interpersonal skills
- A willingness to learn and adapt to new tasks and challenges• Ability to maintain confidentiality
Preferred Qualification
Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
- Strong written and verbal communication skills to be able to converse clearly and naturally, while demonstrating active listening skills to adapt conversation to suit the situation and the Card Member’s communication style.
- A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
- Proven analytical skills to analyse customer accounts, uncover the root cause of customer issues and provide tailored solutions to customer satisfaction
- Resilience is needed to efficiently manage a steady stream of customer interactions, while balancing performance to meet a variety of metrics.
- Ability to multitask and answer multiple Card Member queries simultaneously, while toggling between screens/tools, without becoming overwhelmed
Compliance Language
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’ll experience this powerful backing:
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Career development and training opportunities
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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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.
Skills Required
- Bachelor's degree
- Not more than 5 years difference between highest education degree completion date and joining date
- Should not have enrolled in any prior Government Apprenticeship programs
- Able to address 2-3 chat conversations simultaneously
- Ready to work in 24/7 shift environment and minimum 3 days work from office in a given week
- Strong attention to detail and accuracy
- Good communication and interpersonal skills
- Willingness to learn and adapt to new tasks and challenges
- Ability to maintain confidentiality and meet compliance requirements
- Computer literate; able to navigate multiple systems and applications simultaneously with speed and accuracy
- Strong written and verbal communication skills and active listening
- Problem-solving skills to resolve Card Member issues on first contact
- Analytical skills to analyze accounts and uncover root causes
- Resilience to manage steady stream of customer interactions while meeting metrics
- Ability to multitask and toggle between screens/tools without becoming overwhelmed
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
