Customer Care Professional Commercial and Merchant Servicing

American Express; Brighton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services company is seeking a Care Professional in Brighton, England, to deliver outstanding service to Commercial and Small Business Clients. The role involves inbound customer interactions, tailoring solutions, and enhancing customer loyalty. Ideal candidates will possess strong communication skills, a customer-first mentality, and the ability to handle inquiries efficiently. Comprehensive benefits include flexible working options and wellness support, making this an excellent opportunity for personal and professional development.

Benefits

Flexible working model

Comprehensive medical benefits

Career development opportunities

Qualifications

• Proven experience in the service industry.
• Outstanding verbal and written communication skills.
• Strong problem-solving ability.

Responsibilities

• Deliver extraordinary service through inbound calls.
• Consult with Card Members to understand their needs.
• Address general and account-specific inquiries.

Skills

Customer Service experience

Verbal communication skills

Interpersonal skills

Analytical skills

Job description

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 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.

The Commercial & Merchant customer base accounts form a significant proportion of American Express growth and revenue. Ensuring these customers have great experiences with us is key to supporting our customers in key segments from Small Business Card Members & Global Corporate partners to Merchant customers.

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 organisational skills.

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

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 physically, financially and mentally as well as providing the flexibility you need to thrive personally and professionally:

• 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.

Required Experience

Unclear Seniority.

Key Skills

• Bidding
• Business Solutions
• ABAP
• Business Operations
• Business Sales
• Corporate Marketing

Employment Type: Full‑Time

Department / Functional Area: Customer Service

Experience: years

Vacancy: 1

Care Professional • Brighton, England, UK