Apprentice

Responsibilities

• Support Card Members experiencing ongoing financial hardship and seeking assistance with their payment obligations.
• Engage with Card Members through inbound telephone interactions to understand their financial circumstances, identify the underlying hardship, and determine appropriate solutions.
• Provide consultative assistance and customized financial relief solutions, including options that may help eligible Card Members manage their obligations through more affordable monthly payments.
• Build meaningful relationships with Card Members by demonstrating empathy, active listening, ownership, and a genuine commitment to resolving their concerns.
• Deliver a world-class customer experience by responding effectively to inquiries, addressing concerns, and striving for first-contact resolution wherever possible.
• Use effective negotiation and problem-solving skills to achieve a sustainable and positive outcome for both the Card Member and American Express.
• Maximize recovery of missed payments by identifying appropriate payment arrangements and financial relief solutions while considering the Card Member's ability to pay.
• Analyze account information, customer circumstances, and associated risk to make sound and responsible decisions within established policies and procedures.
• Balance recovery objectives with customer needs, ensuring that solutions are appropriate, compliant, and focused on long-term account resolution rather than short-term payment outcomes.
• Clearly explain available options, payment expectations, and next steps so Card Members understand and can successfully follow through on the agreed solution.
• Maintain accurate documentation of customer interactions, commitments, hardship circumstances, and agreed resolutions in accordance with established procedures.
• Consistently adhere to applicable regulatory requirements, internal policies, quality standards, and customer treatment principles.

Qualifications

• Minimum Qualifications
• Bachelor’s degree
• Not more than 5 years of difference between highest education 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
• A willingness to learn and adapt to new tasks and challenges• Ability to maintain confidentiality
• Shift timings – Rotational – US Shift window.
• Preferred Qualifications
• Proficiency in basic computer applications (e.g., Microsoft Office Suite)
• Ability to work effectively in a team environment
• 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

Company