Customer Care Professional - Amex Assurance Co - Phoenix, AZ - Hybrid - job 21 of 23

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.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

Role & Responsibilities:

Your duties may include but are not limited to:

• Deliver world-class customer service, by explaining our related benefits and responding to customer inquiries and concerns over the phone
• Document necessary information, such as claim details, customer’s change of details, and other pertinent information
• Build meaningful relationships with our customers through a customer first approach, which would entail understanding their situation and needs, answering questions, and ensuring each customer knows American Express has their back.
• Enhance our customers’ experience through personalized service, active listening and effective problem solving, while consistently treating customers with a high level of respect
• Meet and exceed quality and productivity goals and comply with all regulatory requirements.
• Navigate computer systems and applications to service our customers, and enable them to get the most from our online platform
• Manage other production related activities, such as complaints and escalations
• Ability to prioritize and adapt to an ever-changing environment

Skills/Qualifications:

• English language fluency required
• Relationship builder who has passion for delivering exceptional service
• Excellent verbal, written and interpersonal communication skills
• Strong customer service skills and the ability to de-escalate customer situations
• Demonstrates personal excellence by remaining positive in difficult situations
• Self-confident, optimistic and supports a team environment
• Critical, analytical, and forward thinking when problem-solving, and must possess exceptional time management, organizational, and active listening skills
• Quick learner, who possesses the ability and resiliency to work in a fast-paced and dynamic environment, where multi-tasking, changing priorities, and use of multiple systems is part of the daily expectations
• Ability to demonstrate initiative with minimal supervision to drive results
• Superior level of accuracy and attention to detail
• Strong proficiency in PC skills, including MS Word and Excel

Must be flexible to work any schedule/hours to support our servicing levels:

Monday-Friday: 8:00am – 9:00pm ET
Saturday-Sunday: 10:00am-6:30pm ET

Salary Range: $20.00 to $22.60 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.

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

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. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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