Financial Support Consultant

American Express is a global service company, providing Card Members with exceptional access to products and experiences that enrich lives and build business success. Our Credit department aims to strike the right balance between enabling spend and taking actions to recover balances, prevent fraud and limit exposure for American Express.

In the Financial Difficulties and Bereavement Support team, customer service and empathy are key. You will be working with two kinds of clients; Card Members that are in financial difficulty, who require assistance in maintaining a suitable repayment plan, and bereaved third parties that require sensitive handling of a Card Member's account. Blended into one team, you will be working with American Express's vulnerable customer base, exceeding customer service expectations and encouraging continued relationships with the company.

Core Responsibilities

You will be part of a team that delivers world class results, both for Card Members and the business. In your role you will:

- Sensitively deal with Card Members that are experiencing difficulty repaying the company;
- Offer the best payment plan to suit the card member's needs;
- Liaise with executors and families of our deceased Card Members, providing empathy and support through difficult times;
- Ensure strict ID verification and compliance with data protection to safeguard sensitive accounts;
- Uphold the American Express brand image and customer loyalty through outstanding customer service;
- Work to the highest standards with a balanced delivery of both customer experience and shareholder value.

Required Skills

For this role, prior experience in call centres or credit environments is not necessary. More importantly, you must be:

- An excellent communicator with exceptional interpersonal skills;
- Highly empathetic with an accomplished telephone manner;
- Confident taking initiative and making judgement calls;
- Able to use negotiation and relationship management skills to provide win-win outcomes;
- Highly self-motivated, results-oriented and positive;
- A team player;
- Well-presented and professional;
- Passionate about American Express and customer service.

Our Brighton office is a 24/7 service centre environment. You must be flexible to work in a shift-based role, on a 35 hour per week rota.