Apprentice (Customer Service Voice)

Global Fraud is a critical risk process for American Express, responsible for supporting our customers in their most vulnerable times. The team protects our customers from fraud losses and simultaneously protects our company. The team uses fraud management techniques to review accounts, minimizing potential losses by analyzing data and determining the best actions.

Responsibilities

• Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future over dues with accounts that have a high exposure
• Consistently deliver extraordinary service on inbound and/or outbound customer calls to resolve cases in a fast-paced, structured, customer care environment
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement
• Identify possible fraudulent activities, investigate allegations of fraud, and minimize the potential loss to American Express by gathering and analyzing data to determine the appropriate course of action
• Develop key consulting skills, including maintaining strong relationships with customers through care and empathy, understanding customer needs, handling objections, and providing solutions
• Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence, and compliance regulations
• Maintain a high level of integrity & accountability to work with customer information and meet compliance requirements

Qualifications

Minimum Qualifications

• Bachelors degree
• Not more than 5 years of difference between graduation degree completion date and Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• Comfortable to work in a 24/7 shift and rotational week off's (Primarily US Shift window)
• A willingness to learn and adapt to new tasks and challenges
• Ability to maintain confidentiality

Preferred Qualifications

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy. 
• Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.  
• Resilience is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics. 
• Passion for consultative support, recommending solutions tailored to each Card Member.  
• 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. 

Compliance Language

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:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Career development and training opportunities