About the Role
Our Consumer Credit department encompasses a variety of different teams who strive to ensure that American Express' ideals are constantly upheld. To ensure success, you will undergo extensive 8-week training and be provided with a wide range of tools. This will empower you to make informed decisions in almost all situations! You will have continuous coaching monthly once training has been completed, to enable you to reach your fullest potential.
•Recovering overdue balances, enabling further spend, minimising risk, making informed decisions based on challenging customer specific situations
•Demonstrate empathy and compassion in every interaction, especially during sensitive and vulnerable conversations.
•Maintain a calm, non-judgmental tone, even in high pressure scenarios.
•High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines
•Offer consultative support and recommending products or solutions tailored to each Card Member.
•To ensure success, you will be supported by extensive training and a variety of tools. Initially, experienced team members will support with challenging customers or situations, and as you gain confidence, you will be entrusted to make informed decisions in most cases
•There are different shifts and teams available, and flexibility is required based on business needs. This role involves working on a rotating shift pattern.
Minimum Qualifications
•Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
•A natural communicator who can build relationships effectively, demonstrate active listening skills and adapt conversation to suit the situation and the Card Member's communication style.
•Resilience and empathy are needed to efficiently manage a steady stream of diverse customer calls (including vulnerable customers), whilst balancing performance to meet a variety of metrics.
•A problem-solver to efficiently evaluate Card Member issues and offer the best 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.
•Able to be flexible, adaptable, and work as part of a team within a highly supportive and collaborative environment.
Preferred Qualifications
•Credit experience, ideally in a contact center environment.
