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Financial Customer Support Specialist - Credit & Collections
Start Date: 10th March
Brighton, East Sussex, United Kingdom
ID: 24022694
Job Description
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.
Our Brighton office is a 24/7 service centre environment with a variety of shifts and teams available; flexibility is required based on business needs. This role involves working on a rotating shift pattern, with a contract for 35 hours per week, 5 days a week, and two days off. The shifts cover the hours between 7am to 9pm, Monday-Sunday.
How will you make an impact in this role?
* Support customers facing financial difficulties, discussing sensitive subjects such as mental/physical health, bereavement, and loss of income.
* Conduct financial assessments and provide customers with the best solutions.
* Provide empathy, active listening, and informed decision-making to assist vulnerable customers.
* Represent the American Express brand, focusing on customer care and brand representation.
* Gain invaluable experience that could enable you to excel as your career continues at American Express.
* Receive extensive training and support from experienced team members.
* Prior experience in call centres or credit environments is beneficial but not mandatory.
Minimum Qualifications:
* An excellent communicator with exceptional interpersonal skills.
* Confident taking initiative and making judgment calls.
* Highly empathetic with an accomplished telephone manner.
* Able to ask questions to understand unique customer situations.
* A team player, working in a highly supportive and collaborative environment.
* Confident and able to work in a high-pressure environment.
* Emotional resilience to discuss sensitive topics over the phone.
* Ensure strict ID verification and compliance with data protection.
* Uphold the American Express brand image through outstanding customer service.
* Engage with internal and external partner teams for support.
* Proficiency in using computers is essential.
* Well-presented and professional.
* Passionate about American Express and customer service.
* Flexibility and adaptability.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being, including:
* 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.
* Generous paid parental leave policies (depending on location).
* Free access to global on-site wellness centers (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.
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