Customer Care Representative (Hybrid - Bilingual)

Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to succes

What would you do every day as a Customer Care Professional?

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.

• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure.

• Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.

• Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.

• Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.

• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.

• Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

• Strong written and communication skills to be able to converse effectively and naturally in English and Spanish with our Card Members to deepen client relationships and drive satisfaction.

• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations.

• Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call.

• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.

• Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.

• Driven to please by providing the ultimate experience for our Card Members on every interaction.

• Timeliness and reliability.

Preferred Skills:

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills.

• Customer service and consultative sales environment experience preferred.

• Passion for consultative sales, recommending products or solutions tailored to each customer.

• Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.

Additional Requirements:

• Flexibility to work from Monday to Sunday anytime between 6:00 am-12:00 am.

• Hybrid Environment- on site expectation 3 days/week.

• Workplace Flexibility: Full time. Shift flexibility requirements.

• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.