Customer Care Professional

How will you make an impact in this role?

Global New Accounts is responsible for processing new and existing account applications by assessing the applicant’s suitability to hold an American Express Card. This is a blended inbound and outbound process which includes a mix of front and back-office tasks. We not only approve applications but also provide one-touch solutions to our customers since we are the first face of the organization. 

Job Responsibilities:

• Consistently deliver extraordinary service to UK Customers in a fast-paced, structured, customer care environment.
  
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership/American Express products as applicable.
  
• Process card applications in a timely and accurate fashion.
  
• Analyze customer information and make sound decisions while maintaining high customer satisfaction.
  
• Indulge in recognizing our customers as individuals through unexpected relevant recommendations of product offers and benefits that deepen customer engagement.
  
• Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions.
  
• Meet and exceed performance goals that include customer satisfaction, sales, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.
  

Minimum Qualifications:

• Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy
  
• Natural communicator who can demonstrate active listening skills and to adapt conversation to suit the situation and the Customer’s communication style
  
• Resilience needed to efficiently manage a steady stream of Customer inquiries, while balancing performance to meet a variety of metrics as set down and updated by the business from time to time
  
• Passion to serve, recommending products or solutions tailored to each Customer
  
• A problem-solver to efficiently evaluate Customer issues and offer the best inventive solutions with a view to resolving on the first contact
  
• Proven analytical skills to analyze account data and make sound business decisions
  
• A capacity to learn, willingness to try new things, ability to incorporate feedback and resilience through change and difficult situations
  
• Flexibility to handle a variation of Customer questions and/or issues
  
• High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines
  

Preferred Qualifications:

• Minimum one year of customer service experience, ideally in a contact center environment
• Graduate in any field
• Experience in UK AML regulations

• 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