Description - External
You Lead the Way. We ve Got Your Back.
Join Team Amex and lets lead the way together.
Function Description:
- US Credit Chat Digital servicing team, is responsible for handling Credit cardmember queries via chat providing world best customer service while ensuring we solve for credit concerns
Key Responsibilities:
- Service card members using Digital chat platforms, by resolving credit concerns through educating cardmembers about product features, consult them on managing their accounts to paid status by resolving any Credit related issues, and enable higher spend
- Analyze risk on customer accounts followed by making sound decisions to ensure we become a payer of choice for our card members attaining high customer sat. & adherence to Compliance requirements
- Communicates Effectively written & orally, with ability to recognize tone and mood of customer through written communication. Comfortable with communicating complex info. simply via Chat
- Adaptable & Customer Centric Approach To difficult Situations through tact & empathy in communication. Ability To address 2 cardmember conversations simultaneously
Critical Factors to Success (Qualifiers):
- Strong interpersonal communication & writing Skills, accompanied by strong comprehension & ability to articulate complex information clearly
- Typing Speed (25-35 Words/Min). Web navigation ability, can handle basic Troubleshooting
- Demonstrated ability to work effectively within a team environment as well as independently.
- Ability to deliver result & display Personal Accountability
- Ability to work in a fast-paced metric driven environment.
Past Experience:
- Relevant experience of servicing customers via Voice or Chat medium, preferably in customer service or collection industry. Knowledge of Credit lifecycle is preferable
Academic Background:
- Undergraduate / Graduate with 1-5 years of experience.
Functional Skills/Capabilities:
- Excellent Communication Skills (Written & Verbal)
- Comfortable working in a Rotational shift 24X7 servicing US market
- Colleague would be required work in a hybrid model
- Ability to deliver results & display Personal Accountability
Compliance Language
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, 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
