Customer Care Professional - Rotational Night Shift - US Servicing (February 2025 Intake) ID-5776

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.

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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!

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

Role & Responsibilities:

Help propel your team and its business partners to success.

What would you do every day as a Customer Care Professional?

  • Consistently provide an exceptional customer experience when servicing inbound calls in a fast paced, structured customer care environment
  • Evaluate and analyze account information and provide tailored solutions with care and empathy to our small business owners and decision makers
  • Indulge in personally recognizing our Card Members as individuals through unexpected relevant recommendations of product offers and benefit enrollments that deepen customer engagement and help grow their business with our products and services
  • Continuously improve on key selling skills, including building rapport and a human connection, understanding customer needs, handling objections and closing sales
  • Address general and account-specific customer inquiries using a consultative approach- statement and APR inquiries, card replacement, make payments, rewards redemption, etc.,
  • Responsible for adhering to all compliance, metrics and sales practices standards, per guidelines
  • Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets
  • Use multiple tools and resources to identify custom business solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution

Minimum Qualifications:

  • Strong written and communication skills to be able to converse effectively and naturally with our customers
  • 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
  • Timeliness and reliability

Preferred Skills:

  • Customer service and consultative sales environment experience (1-2 years B2B) preferred, with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills
  • Passion for consultative sales, recommending products or solutions tailored to each customer
  • Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance, to meet a variety of metrics, effectively manage through change, and remain positive in difficult situations
  • 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

Additional Requirements:

  • Flexibility to work anytime between 8:00pm-2:00pm, including weekends
  • Workplace Flexibility: Full time. Shift flexibility requirements
  • American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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.

Customer Care Professional - Rotational Night Shift - US Servicing (February 2025 Intake) ID-5776

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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