Credit Card Customer Advocate - Inbound Voice Support

Job Summary: As a Credit Card Customer Advocate at American Express, you will be the first point of contact for our valued card members, delivering world‑class service through inbound voice support. You will assist customers with inquiries about their accounts, resolve concerns efficiently, and provide tailored solutions that enhance their experience. This role is ideal for individuals who thrive in a fast‑paced, customer‑focused environment and are passionate about representing a globally recognized financial services leader. Key Responsibilities: Handle inbound customer calls professionally, addressing questions related to credit card accounts, billing, transactions, and services. Resolve issues effectively, ensuring a high level of customer satisfaction and loyalty. Provide guidance on American Express products, services, and benefits, tailored to individual customer needs. Maintain accurate and detailed records of customer interactions using internal systems. Collaborate with team members and leadership to identify trends and contribute to process improvement initiatives. Adhere to compliance, security, and quality standards in all customer interactions. Escalate complex cases appropriately to ensure timely and effective resolution. Required Skills and Qualifications: Excellent verbal communication and active listening skills. Strong problem‑solving and decision‑making abilities. Customer‑centric mindset with the ability to remain calm under pressure. Basic computer skills and comfort using CRM and call‑handling software. Ability to work independently as well as collaboratively in a team environment. High school diploma or equivalent required; bachelor’s degree preferred. Experience: Minimum 1–2 years of experience in customer service, call center, or banking/financial services environment preferred. Prior experience handling inbound voice calls in a fast‑paced setting is highly desirable. Working Hours: Full‑time position with flexible shifts to cover peak call volumes. Schedule may include weekdays, weekends, and holidays depending on business needs. Knowledge, Skills, and Abilities (KSAs): Proficiency in multitasking and managing high‑volume inbound calls. Strong analytical skills to identify and resolve account discrepancies. Ability to adapt to changing processes, policies, and technology. Professional phone etiquette and ability to convey information clearly and empathetically. Commitment to maintaining confidentiality and following compliance protocols. Benefits: Competitive salary with performance‑based incentives. Comprehensive health, dental, and vision insurance. Retirement savings plan with company matching. Paid time off and holidays. Ongoing training and career development programs. Employee wellness programs and discounts on American Express products. #J-18808-Ljbffr