Full Job Description
You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.
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.
Customer Service Role in Global New Accounts - Australia and New Zealand Market
Candidate will be handling Inbound and Outbound Call Volumes and Emails for credit card applications from Australia and New Zealand markets.
Critical Factors to Success:
Delivering outstanding service in every interaction and leaving a lasting positive impression by utilizing One GNA Voice servicing ethos.
Maintaining privacy integrity of customer information
Capturing conversations, and updating data in the relevant systems
Understanding and interpreting of KYC and Income Documents to comply with internal criteria and policy
Managing a workflow in line with departmental and individual goals and to departmental quality standards.
Being a central point of contact applicants enabling 1st Contact resolution on enquiries, through both telephone and email communications
Maintain and build excellent working relationships with stakeholders, Strategy partners and Technologies groups.
Minimum of G3/L3 Rating in the last year end assessment
The incumbent should not be on any active form of counseling in the last 90 days at the time of application deadline.
Ability to work in a fast paced metric driven environment with proficient multitasking skills
Punctuality and willingness to adhere to schedule
Meeting & exceeding customer expectations
Strong customer focus.
Excellent customer service skills
Strong negotiation and collection skills.
Excellent verbal and written communication skills.
Ability to deal with shifting priorities and high workload
Pro-actively seeks opportunities for improvement
Enterprise Leadership Behaviors
Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.