Apprentice

The Commercial Servicing Networkisadedicatedteam of Customer Care Professionals, leadersandsupportgroupsworkingtogethertodeliveroutstandingserviceeverydayto our Card Membersaroundtheworld. Ourdedicatedcareprofessionalsandpartnersstrivetotreateveryservicinginteractionasanopportunitytoputthecustomerfirst, addmeaningfulvalue, anddeepenrelationships.
• Consistentlydeliverextraordinaryservice(throughchatorphone, asrequired, )whilstinafast-paced, structured, customercareenvironment.

• Abletoaddress 2-3 Chatconversationssimultaneously.

• Readytowork in 24/7 shiftenvironmentandminimum 3 daysworkfromofficeinagivenweek.

• Consult with Card Memberstounderstandtheirneedsandtailoruniqueandpersonalsolutionsforthem, whilealsoreinforcingthebenefitsofcardmembershipthatdeepencustomerengagement.

• Developkeyconsultingskills, includingbuildingahumanconnectionwithcustomersthroughcareandempathy, handlingobjections, andprovidingsolutions.

• Meetandexceedperformancegoalsthatincludecustomersatisfaction, consultativesales, handlingtime, scheduleadherence, andcomplianceregulations.

• Maintainahighlevelofintegritytoworkwithcustomerinformationandmeetcompliancerequirements.

Minimum Qualifications
• Bachelorsdegree

• Notmoreth an 5 yearsofdifferencebetweenbachelor’sdegreecompletiondate and Joiningdate

• Shouldnothavemoreth an 11 monthsofworkexperience

• Shouldnothaveenrolledinanypri or Government Apprenticeshipprograms

• Strongattentiontodetailandaccuracy

• Goodcommunicationandinterpersonalskills

• Awillingnesstolearnandadapttonewtasksandchallenges•Abilitytomaintainconfidentiality

Preferred Qualification
• Computerliterate, abletonavigatethroughmultiplecomputersystemsandapplications, simultaneously, withspeedandaccuracy.

• Strongwrittenandverbalcommunicationskillstobeabletoconverseclearlyandnaturally, whiledemonstratingactivelisteningskillstoadaptconversationtosuitthesituationand the Card Member’scommunicationstyle.

• Aproblem-solvertoefficientlyevaluate Card Memberissuesandofferthebestinventivesolutionswithaviewtoresolvingonthefirstcontact.

• Provenanalyticalskillstoanalyzecustomeraccounts, uncovertherootcauseofcustomerissuesandprovidetailoredsolutionstocustomersatisfaction

• Resilienceisneededtoefficientlymanageasteadystreamofcustomerinteractions, whilebalancingperformancetomeetavarietyofmetrics.

• Abilitytomultitaskandanswermultiple Card Memberqueriessimultaneously, whiletogglingbetweenscreens/tools, withoutbecomingoverwhelmed

Compliance Language

At Ameri can Express, ourcultureisbuilton a 175-yearhistoryofinnovation, sharedvaluesandleadershipbehaviors, andanunwaveringcommitmenttobackourcustomers, communities, andcolleagues. Aspart of Team Amex, you’llexperiencethispowerfulbacking:
• Flexibleworkingmodelwithhybrid, onsiteorvirtualarrangementsdependingonroleandbusinessneed

• Careerdevelopmentandtrainingopportunities