Customer Onboarding Specialist (Hong Kong Market)

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Global New Accounts Customer Care Professionals ensure an extraordinary customer experience through prompt and accurate responses to customer inquiries, value generation to increase customer loyalty, along with the responsibility of evaluating and analyzing account information. Customer Care Professionals recommend tailored solutions to customers who include relevant products, services and membership privileges.

How will you make an impact in this role?

Role & Responsibilities:

• Providing an exception level of customer service through daily connection with our customers.
• Major role of this position is to provide high proficiency handling with customers media by completing application decision at acceptable performance standards.
• Multitask and efficiently navigate through multiple systems to analyze customer information during application process.
• Handling customer queries received via phone call, email correspondence received by fax or post.
• Processing Charge / Credit card applications for new or existing customers through internal systems.
• Understanding all relevant Risk, Compliance and Fraud criteria and ensure the adherence with.
• Document necessary application information and recommend solutions that benefit the application decision.
• Taking on-job-training (OJT) support role for the new hires.

Minimum Qualifications

• Excellent communication skills both verbally and written
• Proven experience of delivering “above and beyond” customer service with an understanding of the core Relationship Care principles
• Effective and accurate decision-making skills
• Diploma and bachelor degree preferred
• 2 - 3+ years customer service experience
• Language proficiency in English, Mandarin and Cantonese (both read, verbal and written)
• We service our Card Members 5 days per week. Successful candidates are required to work on Monday to Friday, 9am to 6pm including Malaysia Public Holiday.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 or onsite 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.