Account Protection Specialist

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, youll 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.

How will you make an impact in this role

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.At American Express, our culture is built on a 175-year history of innovation, sharedand Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, youll 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.

How will you make an impact in this role

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future over dues with accounts that have a high exposure

• Consistently deliver extraordinary service oninbound and/or outboundcustomer callsto resolve cases in a fast-paced, structured, customer care environment.

• Consult with Card Members tounderstand their needs and tailor unique and personal solutionsfor them, while also reinforcing the benefits of card membership that deepen customer engagement.

• Identify possible fraudulent activities, investigate allegations of fraud, and minimise the potential loss to American Express bygathering and analysing datato determine the appropriate course of action.

• Develop key consulting skills, including maintaining strong relationshipswith customers through care and empathy, understanding customer needs, handling objections, and providing solutions.

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

• Maintain ahigh level of integrity& accountabilityto work with customer information and meet compliance requirements.

Minimum Qualifications

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Effective communicatorwho can demonstrate active listening skills and adapt conversation to suit the situation and the Card Members communication style.
• Resilienceis needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.

• Passion forconsultative support, recommending solutions tailored to each Card Member.

• Aproblem-solverto 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

  Looking to get Placed? Try our Placement Guarantee Plan

  Get Hired
  , 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 agilitythrough change and difficult situations.

Preferred Qualifications

• Minimum 1 year customer serviceor consultative support experience, ideally in a contact center environment.
• A minimum of 1 year diploma or graduate degree is required.

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
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual 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

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.

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