Job Description

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.

Responsibilities

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 robust 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

📌 Team Member Credit (Gurugram)
🏢 American Express
📍 Gurugram