Small Business Customer Support Specialist – Credit & Collections

Job title: Small Business Customer Support Specialist – Credit & Collections

Company: American Express


Job description: Job Description:You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let’s lead the way together.Go above and beyond at a company that sets the standard for customer-first service.
American Express is a global service company, providing our Card Members with exceptional access to products and experiences that enrich lives and build business success.
Our Consumer Credit department is fundamental in that process, encompassing a variety of different teams who strive to ensure that these ideals are constantly upheld.How will you make an impact in this role?
This role is a Credit Specialist in the Small Business team. In this role you will take inbound calls relating to UK Small Business cards and ask questions to work towards a solution. You will conduct outbound calls to collect overdue or high balances on the UK Small Business cards and review financial information such as statements sent in by Card Members to support their query.
To ensure success, you will undergo extensive training and be provided with a wide range of tools. This will empower you to make informed decisions in almost all situations! You will have continuous coaching on a monthly basis once training has been completed, to enable you to reach your fullest potential.
Our Specialists have skills that include, but are not limited to; recovering overdue balances, enabling further spend, minimising risk, making informed decisions based on challenging customer specific situations; and assisting vulnerable customers who find themselves in unexpected financial hardship, all whilst delivering world class customer service and growing brand loyalty.
Every one of our Credit Specialists represent the American Express brand. They take work seriously because they are more than just a voice on the other side of the phone or screen, they’re problem solvers and relationship builders. The people you will work with, and the Card Members you will care for, value your passion and unique personality as much as we do.
For this role, prior experience in call centres or credit environments is useful but not required! More importantly you will be part of a team that delivers outstanding outcomes for our Card Members and great results for the business.Minimum Qualifications:

• Proven experience in a credit & collections role
• Preferable experience in a customer servicing position within International Credit & Collections
• An excellent communicator with exceptional interpersonal skills;
• Confident taking initiative and making judgement calls;
• Highly empathetic with an accomplished telephone manner;
• Able to use negotiation and relationship management skills to provide win-win outcomes;
• A team player, working in a highly supportive and collaborative environment
• Be confident and able to work in a high-pressure environment talking to potentially vulnerable customers;
• Have the emotional resilience and the ability to discuss complex topics over the phone or chat;
• Ensure strict ID verification and compliance with data protection to safeguard accounts;
• Uphold the American Express brand image and customer loyalty through outstanding customer service;
• Work to the highest standards with a balanced delivery of both customer experience and shareholder value;
• Engage with our internal and external partner teams to ensure the right support is provided.
• Computer Literate with strong written communication
• Well-presented and professional.
• Passionate about American Express and customer service.
• Be flexible and adaptable

Our Brighton office is a 24/7 service centre environment with a variety of shifts and teams available, flexibility is required based on business needs. American Express will support working from home should our site remain closed.We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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, onsite or virtual 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.

Expected salary:

Location: Brighton

Job date: Fri, 04 Apr 2025 22:20:23 GMT

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