Job Description

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.

In the Credit Bust Out team, you will join a group of customer servicing analysts specializing in the detection of first party fraud! This means you will deal with Card Members who have obtained an American Express card with the intention never to repay the company. It will be your job to analyze accounts based on behavior to determine whether a Card Member is genuine and has intent to pay back American Express.

Our Credit Bust Out colleagues are more than just a voice on the phone – they are problem solvers and relationship builders, with a strong focus on quality and brand representation.

Specialists in the Credit Bust Out team also gain invaluable experience that could enable you to excel as your career continues at American Express.

Our Brighton office is a 24/7 service centre environment. This role involves working Monday – Friday 9-5, with a contract for 35 hours per week.

Responsibilities

• Support our customers by enabling spend and taking actions to recover balances, prevent fraud and limit exposure for American Express
• Use a variety of internal and external risk assessment tools to pre-empt potential high credit loss accounts;
• Assess the risk of false applications and conduct reviews of card accounts by determining linkages to other accounts, previous personal history, patterns of spend and known indicators;
• Take preventative action on accounts in a timely and accurate manner by placing the appropriate blocks on cards;
• Escalate all high value, high risk accounts to the Team Leader or above for early warning purposes;
• Work to the highest standards with a balanced delivery of both customer experience and shareholder value.
• 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 are needed to efficiently manage a steady stream of diverse customer calls and make judgement calls, whilst balancing performance to meet 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.
• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.
• Able to be flexible, adaptable, and multi-task as part of a team within a highly supportive and collaborative environment.