Customer Care Professional – US Banking Servicing

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Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

• Provide extraordinary customer care via phone by supporting customers across the Banking Servicing Network.

• Deliver exceptional service by consistently applying the Customer First philosophy and handling customer inquiries professionally.

• Support customers with a broad range of servicing requests, including account maintenance, transactions, and funds-related inquiries.

• Resolve customer inquiries, including rewards and redemption, by taking ownership through end-to-end resolution.

• Troubleshoot customer issues and identify appropriate solutions to deliver a seamless customer experience.

• Navigate multiple servicing platforms and web-based applications to efficiently support customer needs.

• Adapt to evolving products, services, systems, and customer needs while maintaining a high standard of service.

• Adhere to all regulatory, compliance, and operational guidelines in accordance with servicing practices.

Minimum Qualifications:

• At least college level.

• Banking, Financial Services, and Investment (BFSI) customer servicing experience is required.

• Minimum of 1½ years of customer service experience with a passion for building customer loyalty.

• At least 1½ years of CSAT/NPS experience (with recent relevant experience within the last 6 months).

• Exceptional listening, consultative relationship-building, resourcefulness, and strong written and verbal communication skills.

• Ability to work in a fast-paced, metrics-driven environment while effectively multitasking across multiple servicing platforms and web-based applications.

• Demonstrated problem-solving skills, adaptability, and willingness to learn new products, systems, and processes.

• Employed candidates are preferred, while we are open to considering unemployed candidates, the ideal would have a maximum of 6 months unemployment from the target start date.

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig 

• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home) 

• Work From Home Requirements: 

  • Must have at least 25 mbps internet connection plan / speed 

  • Must have a private & quiet area to work at home 

• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.  
 
If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).  

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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