Customer Service Analyst
American Express · Posted Oct 6
Banking, credit card, payment network, and travel services
Get a personal compatibility score
Add a resume for personal matches
About the role
American Express delivers differentiated products and world-class customer service while operating with a strong risk mindset that upholds its brand promise of trust, security, and service. As a Customer Care Professional, you will support the processing of banking product applications through inbound and outbound calls and case management. The role focuses on meeting customer satisfaction, quality, average handling time, schedule adherence, and compliance metrics while safeguarding customer information.
What you will do
- Handle inbound and outbound customer calls, along with case management activities, to process banking product applications accurately and efficiently.
- Deliver exceptional customer service through phone in a fast-paced, structured environment.
- Meet and exceed key performance metrics, including customer satisfaction, quality, average handling time, schedule adherence, and compliance standards.
- Safeguard customer information by maintaining the highest level of integrity and adhering to all regulatory and compliance requirements.
- Build meaningful customer relationships through empathy, active listening, and effective problem-solving.
- Handle customer objections professionally and provide end-to-end solutions that meet customer needs.
- Navigate multiple web-based systems efficiently while managing several tasks simultaneously
Skills used in this role
What the employer is looking for
- Prior experience in a contact center Voice Process.
- Ability to thrive in a fast-paced, performance-driven environment.
- Strong multitasking skills with proficiency in navigating multiple web-based applications.
- Excellent verbal and written communication skills.
- Strong interpersonal skills with the ability to build rapport and connect with customers.
- Demonstrated commitment to delivering an exceptional customer experience.
- Ability to apply customer service best practices with professionalism, empathy, and attention to detail.
- Willingness to develop consultative communication skills, including objection handling, customer engagement, and solution-oriented conversations
Preferred qualifications
- Strong attention to detail and accuracy.
- Analytical mindset with the ability to identify opportunities for process improvement.
- Excellent written and verbal communication skills, including active listening and the ability to adapt communication style to meet customer needs.
Benefits and support
- 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
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
Business Travel Executive
American Express Launches 'Next Generation' of Amex Corporate2026-10-01
American Express IR
American Express Declares Regular Quarterly Dividend on Common Shares2026-09-28
American Express IR
American Express Reports Second-Quarter 2026 Financial Results2026-07-24