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Customer Care Professional – Credit Bust Out
American Express. Support customers by enabling spend and taking actions to recover balances, prevent fraud, and limit exposure for American Express .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with the ability to assess and resolve Card Member issues effectively. Proficient in using risk assessment tools and managing diverse customer interactions while meeting performance metrics.
Highest-signal resume keywords
Customer Service ExperienceRisk Assessment ToolsAnalytical SkillsProblem-Solving AbilityNegotiation Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Computer LiteracyMultitaskingPerformance Metrics ManagementDecision-Making SkillsAttention to Detail
Soft Skills
Active ListeningResilienceAdaptabilityConfidenceCollaboration
Industry Keywords
Fraud PreventionCredit Loss AssessmentCustomer ExperienceContact Centre EnvironmentCard Member Issues
About the role
Key responsibilities & impact- Support customers by enabling spend and taking actions to recover balances, prevent fraud, and limit exposure for American Express
- Use internal and external risk assessment tools to pre-empt potential high credit loss accounts
- Assess false-application risk and review card accounts by determining linkages to other accounts, previous personal history, spending patterns, and known indicators
- Take timely and accurate preventative action by placing appropriate blocks on cards
- Escalate high-value, high-risk accounts to the Team Leader or above for early warning purposes
- Balance customer experience and shareholder value while working to the highest standards
- Handle diverse customer calls and make judgment calls while meeting performance metrics
- Evaluate Card Member issues and resolve them on first contact where possible
Requirements
What you’ll need- Customer service experience, ideally in a contact centre environment
- Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy
- A natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style
- Resilience and confidence to efficiently manage a steady stream of diverse customer calls and make judgement calls while balancing performance to meet metrics
- Problem-solving ability to evaluate Card Member issues and offer inventive solutions with a view to resolving on the first contact
- Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive
- Capacity to learn, willingness to try new things, ability to incorporate feedback, and agility through change and difficult situations
- Ability to be flexible, adaptable, and multitask as part of a team within a supportive and collaborative environment
- Employment eligibility to work with American Express in the UK; the company will not pursue visa sponsorship
Benefits
Comp & perks- 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