Customer Care Professional - Consumer Product Services

About the position

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic 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. Role & Responsibilities: Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to success. What would you do every day as a Customer Care Professional? Consistently deliver 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 Consult 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 Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution Meet and exceed performance goals that include, but are not limited to\\: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics

Responsibilities

• Consistently deliver 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
• Consult 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
• Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty
• Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand
• Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information
• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
• Meet and exceed performance goals that include, but are not limited to\\: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics

Requirements

• 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

Nice-to-haves

• 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

Benefits

• 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