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Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
How will you make an impact in this role?
We are hiring for the US Credit & Collections Voice function. This team empowers American Express Card Members to spend with confidence by combining credit expertise with meaningful customer engagement. The team helps Card Members understand their account status, resolve credit-related concerns, and make informed spending decisions through tailored payment and digital solutions. Through warm and insightful conversations, team members identify customer needs, explain account and credit situations, and recommend personalized solutions that enhance card usability. By guiding customers on payments, spending capacity, and digital options, the team supports both immediate and long-term spending confidence. This role is central to strengthening customer relationships, promoting financial well-being, and driving business growth through exceptional service and expertise.
Deliver a superior customer experience to Card Members who use American Express for its exclusive benefits and services.
Support responsible spending by understanding customer profiles and needs, and recommending the most suitable benefits and products while adhering to compliance guidelines.
Resolve Card Member queries and follow established call conversation models appropriately.
Provide alternative solutions and apply strong call-handling skills to ensure the best possible outcomes for Card Members.
Adhere to quality and compliance standards while achieving first-call resolution.
Make sound decisions and respond effectively to Card Member inquiries.
Demonstrate excellent verbal communication skills.
Maintain a strong customer focus, with the ability to resolve issues, handle objections, and manage challenging service situations.
Exhibit strong interpersonal, communication, and listening skills, with the ability to take ownership and de-escalate situations when required.
Demonstrate dependability, self-motivation, and adaptability to change.
Work effectively both independently and within a team environment.
Maintain professionalism, resilience, and a positive attitude in challenging situations.
Manage challenging customer interactions with professionalism, empathy, and sound judgment, delivering effective resolutions while maintaining a positive customer experience.
Demonstrate strong attention to detail and critical thinking to accurately navigate complex processes, identify potential issues, and ensure high-quality, compliant outcomes across multiple process touchpoints.
Possess working knowledge of Microsoft Office applications, including Word, PowerPoint, and Excel.
Minimum Qualifications:
At least Senior Highschool Graduate (New curriculum)
At least 1-year of international Credit and Collections experience, supporting products such as credit cards, auto loans, or mortgages; or at least 2-years of experience in an international BPO Customer Service inbound calls environment.
Collections candidates must have 1–year of experience consistently achieving key performance metrics, including Dollars Collected, Promise to Pay (PTP), Right Party Contact (RPC), and/or Refer-a-Friend.
Customer Service candidates must have 2-years of experience consistently meeting or exceeding customer experience metrics, such as CSAT, VOC, NPS, or Vibes.
Preferred Qualifications:
Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers & shareholders.
Lead with an external perspective, challenge status quo and bring continuous innovation to our existing processes.
Demonstrate learning agility, make decisions quickly and with the highest level of integrity.
Very good in de-escalating, a problem solver, top tier analytical mindset, high attention to detail, high degree of accuracy & tremendous will to win.
Strong relationship building, management and influencing skills
Exceptional verbal, written, and interpersonal communication skills
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.
Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.
If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).
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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.