Description
The Financial Relief Program (FRP) team supports Card Members experiencing financial hardship who may be unable to meet their existing payment obligations. The team works with Card Members to understand their individual circumstances, identify appropriate payment solutions, and help them navigate their financial challenges while balancing customer experience, risk management, and recovery objectives.
This role requires a combination of empathy, consultative problem-solving, negotiation, and sound judgment to deliver positive and sustainable outcomes for both the Card Member and American Express.

Responsibilities
- Support Card Members experiencing ongoing financial hardship and seeking assistance with their payment obligations.
- Engage with Card Members through inbound telephone interactions to understand their financial circumstances, identify the underlying hardship, and determine appropriate solutions.
- Provide consultative assistance and customized financial relief solutions,



including options that may help eligible Card Members manage their obligations through more affordable monthly payments.
- Build meaningful relationships with Card Members by demonstrating empathy, active listening, ownership, and a genuine commitment to resolving their concerns.
- Deliver a world-class customer experience by responding effectively to inquiries, addressing concerns, and striving for first-contact resolution wherever possible.
- Use effective negotiation and problem-solving skills to achieve a sustainable and positive outcome for both the Card Member and American Express.
- Maximize recovery of missed payments by identifying appropriate payment arrangements and financial relief solutions while considering the Card Member's ability to pay.
- Analyze account information, customer circumstances, and associated risk to make sound and responsible decisions within established policies and procedures.
- Balance recovery objectives with customer needs, ensuring that s

📌 Apprentice (Gurugram)
🏢 American Express
📍 Gurugram