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Account Protection Specialist T4 - job 6 of 19

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Credit Introduction

Global Credit is a global and diverse organization that plays a critical role in protecting the company and enabling growth. Our department is fundamental for the company and is responsible for supporting our customers in managing their accounts. We also aim to achieve the right balance between enabling spend and taking actions to recover balances as well as limit exposure for American Express.

Job Responsibilities:

· Consistently deliver extraordinary service on inbound and/or outbound customer calls to review and monitor accounts in a fast-paced, structured, customer care environment.

· Consult with Card Members to reinforce the relationship by setting the proper expectations for current credit concerns and provide actionable next steps for their unique situations.

· Analyse and make decisions based on risk assessment of the Customer profile to understand their concern, while using negotiation skills to execute on the agreed solution.

· Develop key consulting skills, including building a human connection with customers through care and empathy, understanding customer needs, handling objections and providing tailored solutions for different situations.

· Maintain high level of integrity to work with customer information and meet compliance requirements.

· Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence and compliance regulations.

Minimum Qualifications:

· Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.

· Natural 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 diverse customer calls, while balancing performance to meet a variety of metrics.

· Passion for consultative support, recommending products or 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.

Preferred Qualifications:

· Minimum six months customer service or consultative support experience preferred, ideally in a contact center environment.

Additional Requirements:

· Flexibility to work anytime between 8am to 12am EST Mon - Fri. Sat 8am to 6:30pm EST. Sun 10am to 8:30pm EST

· Hybrid Environment- Need to be able to work in the office a minimum of 3 days a week

Location: 18850 N56th St. Phoenix, AZ 85050

Salary Range: $20.00 to $28.85 hourly + bonus + benefits

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.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

  • Competitive base salaries 
  • Bonus incentives 
  • 6% Company Match on retirement savings plan 
  • Free financial coaching and financial well-being support 
  • Comprehensive medical, dental, vision, life insurance, and disability benefits 
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
  • 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
  • Free and confidential counseling support through our Healthy Minds program 
  • Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

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. 

US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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Average salary estimate

$50800 / YEARLY (est.)
min
max
$41600K
$60000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Account Protection Specialist T4, American Express

Join American Express as an Account Protection Specialist T4 in sunny Phoenix, Arizona, and be part of a dynamic team where your contributions count! At American Express, we believe that with the right backing, both people and businesses can reach extraordinary heights. In this role, you will engage with Card Members on inbound and outbound calls, providing exceptional customer service and helping them manage their accounts effectively. You'll analyze customer profiles, assess risks, and use your negotiation prowess to provide tailored solutions for each unique situation. The focus is on building genuine connections through active listening and empathetic communication. Here, you'll be empowered to not only meet performance goals but to thrive in an environment where your integrity and problem-solving skills make a difference. American Express prioritizes your growth, offering competitive salaries and a plethora of benefits, including a strong retirement plan, comprehensive health coverage, and flexible working options. So if you're ready to make impactful contributions while embarking on a rewarding career journey, we can't wait for you to join us. Let's win together, ensuring every customer feels valued and supported!

Frequently Asked Questions (FAQs) for Account Protection Specialist T4 Role at American Express
What does an Account Protection Specialist T4 do at American Express?

As an Account Protection Specialist T4 at American Express, you will engage in compassionate and proactive customer service, helping Card Members manage their accounts while addressing any credit concerns they may have. This involves analyzing customer profiles, understanding their needs, and offering tailored solutions or next steps to reinforce the relationship. You'll use your negotiation skills to make informed decisions that protect both the customer and the company.

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What qualifications do I need to become an Account Protection Specialist T4 at American Express?

To qualify for the Account Protection Specialist T4 role at American Express, you should ideally have at least six months of experience in customer service or consultative support, particularly in a contact center. Additionally, you'll need to be computer literate, possess strong communication skills, and exhibit resilience to effectively manage the fast-paced nature of customer calls.

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What are the key responsibilities of the Account Protection Specialist T4 position?

Key responsibilities for the Account Protection Specialist T4 at American Express include delivering extraordinary customer service through calls, assessing customer situations, executing strategies to address concerns, and maintaining compliance with company policies. You will also focus on building strong relationships with customers, ensuring they feel valued and supported in their interactions with the company.

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What kind of training and development opportunities does American Express offer?

American Express is committed to the growth of its employees, including Account Protection Specialists T4. You can expect comprehensive training programs that not only equip you with industry knowledge but also enhance your consulting and negotiation skills. Additionally, the company offers ongoing career development opportunities to help you build a meaningful and successful career journey.

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How does American Express support work-life balance for Account Protection Specialist T4?

American Express values work-life balance and offers a flexible working model for Account Protection Specialists T4. This includes the option to work in a hybrid environment and flexible shift hours that accommodate both personal and professional needs. The company provides various wellness programs and initiatives to support your physical, financial, and mental well-being.

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Common Interview Questions for Account Protection Specialist T4
Can you describe a time when you successfully resolved a difficult customer issue as an Account Protection Specialist?

When answering this question, consider providing a specific example where you actively listened to a customer's concerns. Discuss how your problem-solving skills and empathy helped you understand their situation better, and outline the steps you took to reach a positive resolution, emphasizing the results and feedback from the customer.

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How do you prioritize tasks when handling a high volume of calls as an Account Protection Specialist?

Share your strategy for managing time and tasks effectively. Mention techniques like setting immediate priorities based on urgency and customer needs, as well as balancing different metrics such as call handling time and customer satisfaction scores. It's essential to convey your ability to stay organized and focused even when dealing with multiple responsibilities.

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In what ways would you demonstrate empathy during your interactions with Card Members?

Highlight how you would actively listen to Card Members and acknowledge their emotions or concerns. Describe practices like mirroring their communication style, using encouraging language, and asking follow-up questions to show genuine interest in resolving their issues, thus making them feel valued and understood.

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What steps would you take if you identified a significant risk in a customer account?

Discuss your approach in a high-pressure situation, such as assessing the customer's account details, following compliance procedures, and consulting with your supervisor if necessary. Emphasize the importance of risk assessment in maintaining the integrity of the company’s operations and ensuring the customer’s wellbeing.

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How would you handle objections from a Card Member regarding a proposed solution?

Explain your techniques for handling objections effectively by staying calm and composed. Outline your approach to understanding the customer's perspective, using negotiation skills to address their concerns, and offering additional alternatives that align with their needs without compromising company policy.

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What makes you a good fit for the Account Protection Specialist T4 position at American Express?

Use this opportunity to discuss your relevant experiences, skills, and your alignment with American Express’s values, such as providing exceptional service and maintaining integrity. It's crucial to convey your passion for customer support and how your background prepares you to excel in this role.

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Can you provide an example of a time when you had to adjust your communication style for a customer?

Choose an example that showcases your adaptability. For instance, discuss a situation where you recognized a customer’s preferences and tailored your communication to be more assertive, or more reassuring, depending on their needs. This demonstrates your ability to connect with a diverse customer base.

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How do you keep yourself motivated in a fast-paced customer service environment?

Share personal strategies that help maintain motivation, such as setting daily goals, celebrating small wins, and focusing on the positive impact you make in customers' lives. Stressing your eagerness to learn and grow will also highlight your ambition within the role.

Join Rise to see the full answer
What are your strategies for managing stress while taking customer calls?

Discuss techniques you employ to manage stress, such as breathing exercises, staying organized, and taking short breaks when possible. Highlight how maintaining a positive mindset and focusing on customer satisfaction help you perform your best even under pressure.

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Why do you want to work as an Account Protection Specialist T4 at American Express?

Share your genuine interest in the role and the company. Include your admiration for American Express's values, its commitment to providing an excellent customer experience, and how these align with your professional aspirations and personal values. Express excitement about being part of a renowned global team.

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American Express is a multinational financial services corporation and global leader in providing personal, small business, and corporate credit cards.

4365 jobs
MATCH
VIEW MATCH
BADGES
Badge Family FriendlyBadge Office VibesBadge Work&Life BalanceBadge Rapid Growth
CULTURE VALUES
Inclusive & Diverse
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
BENEFITS & PERKS
Medical Insurance
Dental Insurance
Mental Health Resources
Life insurance
Disability Insurance
Child Care stipend
Employee Resource Groups
Learning & Development
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
April 21, 2025

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