Job Description

:

You Lead the Way. We\xe2\x80\x99ve Got Your Back.

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\xe2\x80\x99ll learn and grow as we help you create a career journey that\xe2\x80\x99s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you\xe2\x80\x99ll be recognized for your contributions, leadership, and impact\xe2\x80\x94every colleague has the opportunity to share in the company\xe2\x80\x99s success. Together, we\xe2\x80\x99ll win as a team, striving to uphold our and powerful backing promise to provide the world\xe2\x80\x99s best customer experience every day. And we\xe2\x80\x99ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let\'s lead the way together.

Go above and beyond at a company that sets the standard for customer-first service.

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.

• Updating cardmember account information.
• Replying by written correspondence in English or Chinese to cardmember requests.
• Review, analyze, and process account maintenance requests from cardmembers or other internal stakeholders.
• Turn each and every correspondence into a relationship-building experience.
• Maintain subject matter expertise and knowledge by proactively engaging in production service delivery
• Maintain flexibility in accordance with business requirements, specifically shift support/working hours.
• Resolving the customer enquiries end to end with an innovative and creative approach
• Handling a wide range of general and sometimes complex inquiries and problems including account balance, disputes, Membership Rewards, interest calculations
• Understand, determine and anticipate customer needs and present solutions as appropriate.
• Support changes that will be implemented out of business needs, adjustments to company policies, process.
• Team player with a desire to meet and exceed expectations.

Preferred Qualifications

• Excellent written and verbal communication, listening and probing skills
• Self-sufficient and self-motivated work ethic,
• Strong organizational skills and ability to work as part of a team to achieve goals
• Proven experience with negotiating/problem solving
• Ability to work within a busy and demanding team environment
• Strong interpersonal and networking skills
• Commitment to the highest level of customer service.
• Analytical and problem-solving skills
• Ability to identify and act on issues which may impact this customer experience
• Ability to manage own priorities
• Ability to maintain composure under pressure in a demanding environment
• Required languages \xe2\x80\x93 English. Cantonese / Mandarin will be an advantage
• Delivers to our customers and shareholders
• Works well in teams and co-operates across departments
• Builds and leverages relationships

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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

At American Express, you\xe2\x80\x99ll be recognized for your contributions, leadership, and impact\xe2\x80\x94every colleague has the opportunity to share in the company\xe2\x80\x99s success. Together, we\xe2\x80\x99ll win as a team, striving to uphold our and powerful backing promise to provide the world\xe2\x80\x99s best customer experience every day. And we\xe2\x80\x99ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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

American Express