- Career Area: Customer Service and Travel
The Financial Relief Program (FRP) team supports Card Members experiencing financial hardship who may be unable to meet their existing payment obligations. The team works with Card Members to understand their individual circumstances, identify appropriate payment solutions, and help them navigate their financial challenges while balancing customer experience, risk management, and recovery objectives.
This role requires a combination of empathy, consultative problem-solving, negotiation, and sound judgment to deliver positive and sustainable outcomes for both the Card Member and American Express.
Responsibilities
- Support Card Members experiencing ongoing financial hardship and seeking assistance with their payment obligations.
- Engage with Card Members through inbound telephone interactions to understand their financial circumstances, identify the underlying hardship, and determine appropriate solutions.
- Provide consultative assistance and customized financial relief solutions, including options that may help eligible Card Members manage their obligations through more affordable monthly payments.
- Build meaningful relationships with Card Members by demonstrating empathy, active listening, ownership, and a genuine commitment to resolving their concerns.
- Deliver a world-class customer experience by responding effectively to inquiries, addressing concerns, and striving for first-contact resolution wherever possible.
- Use effective negotiation and problem-solving skills to achieve a sustainable and positive outcome for both the Card Member and American Express.
- Maximize recovery of missed payments by identifying appropriate payment arrangements and financial relief solutions while considering the Card Member's ability to pay.
- Analyze account information, customer circumstances, and associated risk to make sound and responsible decisions within established policies and procedures.
- Balance recovery objectives with customer needs, ensuring that solutions are appropriate, compliant, and focused on long-term account resolution rather than short-term payment outcomes.
- Clearly explain available options, payment expectations, and next steps so Card Members understand and can successfully follow through on the agreed solution.
- Maintain accurate documentation of customer interactions, commitments, hardship circumstances, and agreed resolutions in accordance with established procedures.
- Consistently adhere to applicable regulatory requirements, internal policies, quality standards, and customer treatment principles.
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
- Shift timings – Rotational – US Shift window.
Preferred Qualifications
- Proficiency in basic computer applications (e.g., Microsoft Office Suite)
- Ability to work effectively in a team environment
Compliance Language
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.
