Account Protection Specialist T4 - job 2 of 22

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering dedication to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your complete 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.

Credit Introduction

Global Credit is a global and diverse organization that plays a critical role in protecting the company and enabling growth. Our department is fundamental for the company and is responsible for supporting our customers in managing their accounts. We also aim to achieve the right balance between enabling spend and taking actions to recover balances as well as limit exposure for American Express.

Job Responsibilities:

· Consistently deliver outstanding service on inbound and/or outbound customer calls to review and monitor accounts in a fast-paced, structured, customer care environment.

· Consult with Card Members to reinforce the relationship by setting the accurate expectations for current credit concerns and provide actionable next steps for their unique situations.

· Analyse and make decisions based on risk assessment of the Customer profile to understand their concern, while using negotiation skills to complete the agreed solution.

· Develop key consulting skills, including building a human connection with customers through care and empathy, understanding customer needs, handling objections and providing tailored solutions for different situations.

· Maintain high level of integrity to work with customer information and meet compliance requirements.

· Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence and compliance regulations.

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 adapt conversation to suit the situation and the Card Member’s communication style.

· Resilience is needed to efficiently manage a steady stream of diverse customer calls, while balancing performance to meet a variety of metrics.

· Passion for consultative support, recommending products or solutions tailored to each Card Member.

· A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.

· Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.

· A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.

Preferred Qualifications:

· Minimum six months customer service or consultative support experience preferred, ideally in a contact center environment.

Additional Requirements:

· Flexibility to work anytime between 8am to 12am EST Mon - Fri. Sat 8am to 6:30pm EST. Sun 10am to 8:30pm EST

· Hybrid Environment- Need to be able to work in the office a minimum of 3 days a week

Location: 18850 N56th St. Phoenix, AZ 85050

Salary Range: $20.00 to $28.85 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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