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.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

Updating cardmember account information.

Replying by written correspondence in English or Chinese to cardmember requests.

Review, analyze, and process account maintenance requests from cardmembers or other internal stakeholders.

Turn each and every correspondence into a relationship-building experience.

Maintain subject matter expertise and knowledge by proactively engaging in production service delivery

Maintain flexibility in accordance with business requirements, specifically shift support/working hours.

Resolving the customer enquiries end to end with an innovative and creative approach

Handling a wide range of general and sometimes complex inquiries and problems including account balance, disputes, Membership Rewards, interest calculations

Understand, determine and anticipate customer needs and present solutions as appropriate.

Support changes that will be implemented out of business needs, adjustments to company policies, process.

Team player with a desire to meet and exceed expectations.

Minimum Qualifications:

Degree holder preferred or a minimum of 1-year relevant experience

Excellent written and verbal communication, listening and probing skills

Self-sufficient and self-motivated work ethic,

Strong organizational skills and ability to work as part of a team to achieve goals

Proven experience with negotiating/problem solving

Ability to work within a busy and demanding team environment

Strong interpersonal and networking skills

Commitment to the highest level of customer service.

Analytical and problem-solving skills

Ability to identify and act on issues which may impact this customer experience

Ability to manage own priorities

Ability to maintain composure under pressure in a demanding environment

Required languages – English. Cantonese / Mandarin will be an advantage

Delivers to our customers and shareholders

Works well in teams and co-operates across departments

Builds and leverages relationships

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Competitive base salaries

Bonus incentives

Support for financial-well-being and retirement

Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

Flexible working model with hybrid or onsite arrangements depending on role and business need

Generous paid parental leave policies (depending on your location)

Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

Free and confidential counseling support through our Healthy Minds program

Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.