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Account Protection Specialist T4 - job 4 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

$50834 / YEARLY (est.)
min
max
$41600K
$60068K

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

We’re excited to introduce the Account Protection Specialist role at American Express in beautiful Phoenix, Arizona! In this position, you'll be part of a dynamic team committed to offering exceptional support to our Card Members. At American Express, we believe that the key to growth is providing outstanding customer service and ensuring that our clients feel truly supported. As an Account Protection Specialist, you will be taking incoming and outgoing calls, carefully monitoring customer accounts, and offering personalized solutions based on their unique needs. You'll develop essential consulting skills that will help you connect with customers, understand their concerns, and create tailored solutions. Imagine being the person who guides them through their financial concerns with empathy and integrity! This opportunity requires you to be adaptable, as you’ll be managing diverse customer interactions while meeting various performance metrics. We're looking for someone who possesses strong analytical skills and isn’t afraid to tackle problem-solving head-on. Plus, there are fantastic benefits, including competitive salaries and comprehensive health plans, to support your overall well-being. If you're ready to join a diverse and collaborative team that is dedicated to making each day better for our customers, this is your chance to shine! Together, at American Express, we will win as a team while embracing our core values. Ready to take your career to the next level? Apply now and experience what it’s like to be backed by one of the best in the industry!

Frequently Asked Questions (FAQs) for Account Protection Specialist T4 Role at American Express
What are the main responsibilities of an Account Protection Specialist at American Express?

As an Account Protection Specialist at American Express, your responsibilities include providing stellar customer service through inbound and outbound calls, analyzing customer profiles for risk assessment, and offering actionable steps tailored to each customer’s unique financial situation. You'll also engage in making decisions regarding accounts while maintaining compliance with company standards.

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What qualifications do I need to apply for the Account Protection Specialist position at American Express?

To apply for the Account Protection Specialist role at American Express, you should have at least six months of customer service experience, preferably in a contact center environment. Strong communication skills, resilience under pressure, and the ability to learn new systems quickly are crucial. You're also expected to be computer literate and possess excellent negotiation and analytical skills.

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Is prior experience in consultative support necessary for the Account Protection Specialist role at American Express?

While it's not absolutely required, prior experience in consultative support is preferred for the Account Protection Specialist position at American Express. This experience helps you in effectively addressing customer needs and offering tailored solutions, which is a significant part of the role.

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What work environment can I expect as an Account Protection Specialist at American Express?

As an Account Protection Specialist at American Express, you will work in a hybrid environment, which allows for a blend of in-office and remote work. You will be required to work from the office at least three days a week, ensuring you maintain a connection with your team while enjoying flexibility.

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What benefits does American Express offer to Account Protection Specialists?

American Express offers an excellent array of benefits for Account Protection Specialists, including competitive salaries, generous bonus incentives, comprehensive health coverage, and a 6% company match on retirement savings plans. Additionally, they provide supportive programs like free financial coaching and a wellness center, all aimed at promoting your well-being.

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Common Interview Questions for Account Protection Specialist T4
How do you handle difficult customer interactions as an Account Protection Specialist?

When faced with difficult customer interactions, it’s important to practice active listening and empathize with the customer’s concerns. Explain your understanding of their situation, keep the conversation calm, and work collaboratively to find the best solution that meets their needs. Showcase your negotiation skills by offering tailored options, ensuring they feel heard and valued.

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Can you describe your experience in providing consultative support in previous roles?

Discuss specific examples where you provided consultative support, detailing how you identified customer pain points and tailored your advice to meet those needs. Highlight any metrics of success, such as customer satisfaction scores or how you effectively resolved issues on the first call.

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

Express your enthusiasm for American Express and the chance to support Card Members. Emphasize how the company’s values align with your own and your desire to contribute to a team that prioritizes exceptional customer service. You might also mention the opportunity for professional growth and the innovative solutions the company offers.

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What strategies would you use to analyze customer profiles effectively?

Explain that you would use both qualitative and quantitative data to assess customer profiles, such as their spending behavior and past interactions with customer service. Highlight the importance of cross-referencing this information with compliance guidelines to make informed decisions about their accounts.

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How would you ensure compliance when handling sensitive customer information?

Discuss the importance of adhering to established protocols for data security and compliance. Mention any experience you have with frameworks or regulations (like GDPR or PCI) and how you’ve ensured that sensitive information remains confidential while providing support.

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What do you think makes for a successful customer consultation?

A successful customer consultation is built on trust, effective communication, and understanding the customer’s needs. It’s about creating an open dialogue where the customer feels comfortable sharing their concerns while ensuring timely and relevant solutions are provided that foster a long-term relationship.

Join Rise to see the full answer
Describe a time when you helped a customer resolve an issue efficiently.

Provide a specific example where your problem-solving skills directly led to a positive outcome. Outline the challenge, your thought process, and the resolution, stressing the importance of effective communication and empathy in that situation.

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How do you stay organized when managing multiple customer cases at once?

Discuss techniques like prioritizing tasks, using a digital task manager, or establishing systems to track high-priority cases. Emphasize that staying organized allows you to manage time effectively and provide exceptional service without compromising quality.

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How do you adapt your communication style based on the customer’s needs?

Share your approach to actively listening and identifying cues from the customer about their preferred communication style. Explain how you might modify your tone, pacing, or choice of words to ensure they feel comfortable and understood.

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What does providing extraordinary service mean to you?

Providing extraordinary service means going above and beyond to meet the customer's needs, ensuring their experience is seamless and enjoyable. It’s about being proactive, showing genuine care, and creating a positive impression that reflects the values of American Express as a company committed to excellence.

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

4083 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 22, 2025

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