Customer Care & Solutions Specialist (Hybrid)

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

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