Customer Care Professional - Credit Bust Out (24th November Start Date)

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.

In the Credit Bust Out team, you will join a group of customer servicing analysts specialising in the detection of first party fraud! This means you will deal with Card Members who have obtained an American Express card with the intention never to repay the company. It will be your job to analyse accounts based on behaviour to determine whether a Card Member is genuine and has intent to pay back American Express. Our Credit Bust Out colleagues are more than just a voice on the phone – they are problem solvers and relationship builders, with a strong focus on quality and brand representation.

Our Brighton office is a 24/7 service centre environment. This role involves working Monday – Friday 9-5, with a contract for 35 hours per week.

How will you make an impact in this role?

Support our customers by enabling spend and taking actions to recover balances, prevent fraud and limit exposure for American Express!

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  Use a variety of internal and external risk assessment tools to pre-empt potential high credit loss accounts;
  
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  Assess the risk of false applications and conduct reviews of card accounts by determining linkages to other accounts, previous personal history, patterns of spend and known indicators;
  
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  Take preventative action on accounts in a timely and accurate manner by placing the appropriate blocks on cards;
  
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  Escalate all high value, high risk accounts to the Team Leader or above for early warning purposes;
  
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  Work to the highest standards with a balanced delivery of both customer experience and shareholder value.
  
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  Specialists in the Credit Bust Out team also gain invaluable experience that could enable you to excel as your career continues at American Express.
  

Minimum Qualifications

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  Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
  
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  A natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.
  
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  Resilience and confidence are needed to efficiently manage a steady stream of diverse customer calls and make judgement calls, whilst balancing performance to meet metrics.
  
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  A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
  
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  Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
  
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  A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.
  
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  Able to be flexible, adaptable, and work as part of a team within a highly supportive and collaborative environment.
  

Preferred Qualifications

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  Customer service experience, ideally in a contact centre environment
  

• 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