Customer Care Professional - Amex Assurance Co - Mexico, CDMX - Hybrid

American Express; Ciudad de México; Híbrido; MXN 400,000 - 550,000; Jornada completa

Descripción de la vacante

A global financial services company is looking for a customer service representative to manage client accounts and provide assistance. The role requires fluency in English, strong communication, and a passion for delivering exceptional service. You will be responsible for contacting clients with overdue accounts, enhancing customer experience, and meeting quality goals. The position offers competitive salaries, bonus incentives, and various benefits to support well-being.

Servicios

Competitive base salaries

Bonus incentives

Flexible working model

Comprehensive medical, dental, vision benefits

Career development opportunities

Formación

• Must have the ability to prioritize and adapt to an ever-changing environment.
• Quick learner and resilient to work in a fast-paced setting.
• Ability to demonstrate initiative and drive results.

Responsabilidades

• Contact clients with overdue accounts to secure settlements.
• Deliver world-class customer service over the phone.
• Build relationships and enhance customer experience.

Conocimientos

English language fluency

Strong customer service skills

Excellent verbal, written and interpersonal communication skills

Critical and analytical thinking

Organizational skills

Proficient with MS Word and Excel

Descripción del empleo

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.

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

• Deliver world‑class customer service, by explaining our related benefits and responding to customer inquiries and concerns over the phone.
• Document necessary information, such as claim details, customer’s change of details, and other pertinent information.
• Build meaningful relationships with our customers through a customer first approach, which would entail understanding their situation and needs, answering questions, and ensuring each customer knows American Express has their back.
• Enhance our customers’ experience through personalized service, active listening and effective problem solving, while consistently treating customers with a high level of respect.
• Meet and exceed quality and productivity goals and comply with all regulatory requirements.
• Navigate computer systems and applications to service our customers, and enable them to get the most from our online platform.
• Manage other production related activities, such as complaints and escalations.
• Ability to prioritize and adapt to an ever‑changing environment.

Skills/Qualifications:

• English language fluency required.
• Relationship builder who has passion for delivering exceptional service.
• Excellent verbal, written and interpersonal communication skills.
• Strong customer service skills and the ability to de‑escalate customer situations.
• Demonstrates personal excellence by remaining positive in difficult situations.
• Self‑confident, optimistic and supports a team environment.
• Critical, analytical, and forward thinking when problem‑solving, and must possess exceptional time management, organizational, and active listening skills.
• Quick learner, who possesses the ability and resiliency to work in a fast‑paced and dynamic environment, where multi‑tasking, changing priorities, and use of multiple systems is part of the daily expectations.
• Ability to demonstrate initiative with minimal supervision to drive results.
• Superior level of accuracy and attention to detail.
• Strong proficiency in PC skills, including MS Word and Excel.

Must be flexible to work any schedule/hours to support our servicing levels:
Monday-Friday: 8:00am – 9:00pm ET
Saturday-Sunday: 10:00am – 6:30pm ET

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.