Job Description

As part of the Commercial, Merchant and Banking Servicing team, you will play a key role in delivering an exceptional customer experience by providing timely, accurate, and compliant support across financial, maintenance, and account servicing activities. You will collaborate with cross-functional teams to resolve complex customer inquiries, ensure adherence to regulatory and compliance requirements, and contribute to operational excellence in a dynamic 24/7 environment.

Responsibilities

• Provide Superior Customer Experience to Small Business Card Members who use American Express for several exclusive benefits and services:
• We not only service, but we also indulge in value generation to maximize spending by identifying the Mood, Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Customer while being compliant with the laid guidelines
• Resolve all Customer Queries and Follow Established Procedures as Appropriate
• Provide alternatives and apply Superior Service No, Call Handling Skills to Ensure Best Possible Solutions and FCR to Card Members
• Deliver to the Customer, Employees and Shareholder Metrics as per Goals Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands to Meet Their Needs and Ensure Quality Service is given at all times
• Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
• 24/7 & Rotational shifts including night shifts
• Hybrid environment

Qualifications

Minimum Qualifications

• Bachelor's degree
• Not more than 5 years of difference between highest education degree completion date and Joining date
• Should not have enrolled in any prior Government Apprenticeship programs
• Strong attention to detail and accuracy
• Good communication and interpersonal skills
• A willingness to learn and adapt to new tasks and challenges• Ability to maintain confidentiality

Preferred Qualifications

• Proficiency in basic computer applications (e.g., Microsoft Office Suite)
• Ability to work effectively in a team environment

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. As part of Team Amex, you'll experience this powerful backing:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Career development and training opportunities

About Us

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.

As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.