American Express—Credit Specialist

Job description

Description: Currents is an integral part of the Credit & Collections function. Team empowers American Express customers to spend with confidence by combining credit expertise with meaningful customer engagement. The team helps cardmembers understand their account status, resolve credit concerns, and enable responsible spending through tailored payment and digital solutions. Dedicated team also help customers to make confident, informed spending decisions. Engages cardmembers through warm, insightful conversations to identify their 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 enables 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. Requirements: - Minimum 1 year in current role in any of the collection segment/Customer service - Graduate or undergraduate with 2-4 years of collections/Customer service experience Responsibilities: - Provide Superior Customer Experience to Card Members who use American Express for several exclusive benefits and services - We collect and indulge in enabling spend to maximize spending by identifying the Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Card member while being compliant with the laid guidelines - Resolve all Card members Queries and Follow Established Call Conversation model as Appropriate - Provide alternatives and apply Superior Service No, Call Handling Skills To Ensure Best Possible Solutions and FCR to Card Members - Adherence to Quality, Compliance Guidelines and first call resolution. Ability to Take Quick Decisions and Respond to Card member Inquiries - Excellent Verbal Communication - Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No Situations - Strong interpersonal, communication and listening skills - Demonstrated Dependability/Self Motivating Skills. Change Management Ability - Demonstrated Ability to Work effectively within a Team Environment as well as independently - Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations - Proven Analytical and Problem Solving with a strong attention to Detail. Workable knowledge of MS Office Applications (Word, Power-point, Excel)