Customer Care Professional - Platinum - Remote/Hybrid Opportunity with American Express
Join Team Amex: Empowering Customer Experience and Career Growth
At American Express, we're not just a company; we're a community that thrives on providing the world's best customer experience. As a global and diverse team, we're committed to backing our customers, communities, and each other. We're looking for a results-driven Customer Care Professional - Platinum to join our team in a remote/hybrid capacity. This is an exciting opportunity to be part of a dynamic team that values integrity, customer-first service, and continuous growth.
About American Express
American Express is a renowned financial services company with a rich history of delivering exceptional customer experiences. Our commitment to our customers, colleagues, and communities is unwavering. We believe in creating a work environment that is inclusive, supportive, and flexible, allowing our colleagues to thrive both personally and professionally. With a global presence and a diverse range of products and services, we're dedicated to making a positive impact on the lives of our customers and colleagues alike.
Role & Responsibilities
As a Customer Care Professional - Platinum, you will be the face of American Express, creating positive interactions with our customers every day. You'll have the opportunity to grow your skills through industry-leading training and ongoing coaching, all while delivering world-class, customer-first service. Your key responsibilities will include:
Consistently delivering 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.
Consulting 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.
Adding value for our customers through unexpected relevant recommendations of product offers/benefit enrollments that deepen customer engagement and loyalty.
Utilizing 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.
Using tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
Meeting and exceeding performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations, and productivity targets, & customer performance metrics.
Qualifications & Skills
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.
What We Offer
At American Express, we're committed to supporting the holistic well-being of our colleagues. Our benefits and programs are designed to prioritize their physical, financial, and mental health through each stage of life. Some of the benefits include:
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.
Work Environment & Culture
We're proud of our unique in-person culture and offer a flexible working model, Amex Flex, which provides greater flexibility to colleagues while ensuring we preserve the important aspects of our 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. For this role, we're looking for someone who can work in a hybrid environment in Sunrise, Florida, with an expectation of being onsite 3 days a week.
Career Growth & Development
At American Express, we're committed to helping our colleagues grow and develop in their careers. As a Customer Care Professional - Platinum, you'll have access to industry-leading training and ongoing coaching to help you deliver world-class customer service. You'll also have opportunities to develop key selling skills and take ownership of your customer relationships. With a focus on continuous growth and development, we'll help you create a career journey that's unique and meaningful to you.
Compensation & Benefits
The expected hourly pay range for this job requisition is $20.00 to $22.25 hourly, plus bonus and benefits. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
Join Our Team
If you're a motivated individual with a passion for delivering exceptional customer service, we encourage you to apply now! As a Customer Care Professional - Platinum, you'll be part of a dynamic team that's committed to providing the world's best customer experience. With a focus on integrity, customer-first service, and continuous growth, we'll support you in creating a career journey that's unique and meaningful to you.
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.
Ready to take the next step? Apply now to join our team and start your journey with American Express!
Apply Now
At American Express, we're not just a company; we're a community that thrives on providing the world's best customer experience. As a global and diverse team, we're committed to backing our customers, communities, and each other. We're looking for a results-driven Customer Care Professional - Platinum to join our team in a remote/hybrid capacity. This is an exciting opportunity to be part of a dynamic team that values integrity, customer-first service, and continuous growth.
About American Express
American Express is a renowned financial services company with a rich history of delivering exceptional customer experiences. Our commitment to our customers, colleagues, and communities is unwavering. We believe in creating a work environment that is inclusive, supportive, and flexible, allowing our colleagues to thrive both personally and professionally. With a global presence and a diverse range of products and services, we're dedicated to making a positive impact on the lives of our customers and colleagues alike.
Role & Responsibilities
As a Customer Care Professional - Platinum, you will be the face of American Express, creating positive interactions with our customers every day. You'll have the opportunity to grow your skills through industry-leading training and ongoing coaching, all while delivering world-class, customer-first service. Your key responsibilities will include:
Consistently delivering 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.
Consulting 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.
Adding value for our customers through unexpected relevant recommendations of product offers/benefit enrollments that deepen customer engagement and loyalty.
Utilizing 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.
Using tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
Meeting and exceeding performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations, and productivity targets, & customer performance metrics.
Qualifications & Skills
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.
What We Offer
At American Express, we're committed to supporting the holistic well-being of our colleagues. Our benefits and programs are designed to prioritize their physical, financial, and mental health through each stage of life. Some of the benefits include:
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.
Work Environment & Culture
We're proud of our unique in-person culture and offer a flexible working model, Amex Flex, which provides greater flexibility to colleagues while ensuring we preserve the important aspects of our 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. For this role, we're looking for someone who can work in a hybrid environment in Sunrise, Florida, with an expectation of being onsite 3 days a week.
Career Growth & Development
At American Express, we're committed to helping our colleagues grow and develop in their careers. As a Customer Care Professional - Platinum, you'll have access to industry-leading training and ongoing coaching to help you deliver world-class customer service. You'll also have opportunities to develop key selling skills and take ownership of your customer relationships. With a focus on continuous growth and development, we'll help you create a career journey that's unique and meaningful to you.
Compensation & Benefits
The expected hourly pay range for this job requisition is $20.00 to $22.25 hourly, plus bonus and benefits. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
Join Our Team
If you're a motivated individual with a passion for delivering exceptional customer service, we encourage you to apply now! As a Customer Care Professional - Platinum, you'll be part of a dynamic team that's committed to providing the world's best customer experience. With a focus on integrity, customer-first service, and continuous growth, we'll support you in creating a career journey that's unique and meaningful to you.
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.
Ready to take the next step? Apply now to join our team and start your journey with American Express!
Apply Now