<p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">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. As part of Team Amex, you'll experience this 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.<o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.<o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;"><strong>Role & Responsibilities:</strong><o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to success.<o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;"><strong>What would you do every day as a Customer Care Professional?</strong><o:p></o:p></span></p><ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l3 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics<o:p></o:p></span></li></ul><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;"><strong>Minimum Qualifications:</strong><o:p></o:p></span></p><ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l1 level1 lfo2;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l1 level1 lfo2;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l1 level1 lfo2;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l1 level1 lfo2;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l1 level1 lfo2;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l1 level1 lfo2;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Driven to please by providing the ultimate experience for our Card Members on every interaction<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l1 level1 lfo2;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Timeliness and reliability<o:p></o:p></span></li></ul><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;"><strong>Preferred Skills: </strong><o:p></o:p></span></p><ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Customer service and consultative sales environment experience preferred<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Passion for consultative sales, recommending products or solutions tailored to each customer<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end<o:p></o:p></span></li></ul><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;"><strong>Additional Requirements:</strong><o:p></o:p></span></p><ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l2 level1 lfo4;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Flexibility to work anytime between 6:00am - 2:00am, including weekends<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l2 level1 lfo4;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Hybrid Environment - on site expectation 3 days/week<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l2 level1 lfo4;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Workplace Flexibility: Full time. Shift flexibility requirements<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l2 level1 lfo4;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives </span><span style="font-family:" arial",sans-serif;font-size:16.0pt;"=""><o:p></o:p></span></li></ul><p class="MsoNormal"><span style="font-family:" arial",sans-serif;font-size:16.0pt;"=""><o:p> </o:p></span></p><br><br><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Hourly Range: $20.00 to $21.65 hourly + bonus + benefits<o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.<o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">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:<o:p></o:p></span></p><ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Competitive base salaries <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Bonus incentives <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">6%25 Company Match on retirement savings plan <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Free financial coaching and financial well-being support <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Comprehensive medical, dental, vision, life insurance, and disability benefits <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Free and confidential counseling support through our Healthy Minds program <o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1;tab-stops:list .5in;"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Career development and training opportunities<o:p></o:p></span></li></ul><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">For a full list of Team Amex benefits, visit our <u>Colleague Benefits Site</u>.<o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.<o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.<o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">US Job Seekers - Click to view the “<u>Know Your Rights</u>” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: <u>https://www.eeoc.gov/poster</u><o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:Arial, Helvetica, sans-serif;font-size:16px;">Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.</span><span style="font-family:" arial",sans-serif;font-size:16.0pt;"=""><o:p></o:p></span></p><p class="MsoNormal"><span style="font-family:" arial",sans-serif;font-size:16.0pt;"=""><o:p></o:p></span></p>
