Customer Care Professional-Platinum Dispute Gate

American Express; United States; Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

401(k) match 6%

Financial coaching

Medical/dental/vision insurance

Flexible work model

Parental leave

Wellness centers

Counseling services

Career development

Job summary

American Express Global Servicing (GS) supports consumer travel and concierge experiences, handling card customer service for global customers. The role emphasizes delivering exceptional service, understanding member needs, and leveraging product offers to deepen loyalty in a hybrid work setting.

Responsibilities include handling fraud/dispute cases, maintaining first-contact resolution, and meeting performance metrics across sales, quality, and compliance while supporting a diverse customer

Qualifications

• Strong written and communication skills to converse effectively with Card Members.
• Resilience to efficiently manage a steady stream of customer calls while meeting metrics.
• Ability to show humility and care through empathetic handling of queries.
• Technical savvy to multi-task across multiple computer systems and applications with speed and accuracy.
• Integrity to protect sensitive Card Member information and adhere to regulatory guidelines.
• Driven to deliver the ultimate customer experience on every interaction.
• Timeliness and reliability.

Responsibilities

• Deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured environment.
• Consult with Card Members to understand their needs and tailor personal solutions.
• Add value through recommendations of product offers and benefit enrollments to deepen loyalty.
• Develop selling skills to optimize and solidify the customer relationship.
• Handle case intake, analyze fraud and dispute cases, and share outcomes to protect interests.
• Use tools to identify solutions and anticipate needs for first contact resolution.
• Meet and exceed performance metrics including sales, quality, compliance and productivity.

Skills

Written communication

Verbal communication

Resilience

Empathy

Tech-savviness

Integrity

Customer focus

Punctuality

Job description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Responsibilities

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality
• Consult with Card Members to understand their 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 unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty
• Utilize your "service oriented" personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand
• Responsible for case intake, analyzing fraud and dispute cases, and sharing case outcomes to protect the interests of our organization and our customers, which is both the Card Member and our merchants
• 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: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

Qualifications

Minimum Qualifications

• Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction
• 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
• Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call
• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy
• Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
• Driven to please by providing the ultimate experience for our Card Members on every interaction
• Timeliness and reliability.

Preferred Skills

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills
• Customer service and consultative sales environment experience preferred
• Passion for consultative sales, recommending products or solutions tailored to each customer
• 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.

Additional Requirements

• Flexibility to work anytime between 6:00am-11:00 pm, including weekends
• Hybrid Environment- on site expectation 3 days/week
• Workplace Flexibility: Full time. Shift flexibility requirements

American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

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

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.

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
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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