Job Summary

As a Premium Card Member Advocate at American Express, you will be the voice of the company for our high-value card members. You will provide world-class support, resolving inquiries and concerns with empathy, efficiency, and professionalism. This role requires excellent communication skills, problem-solving abilities, and a strong commitment to delivering exceptional customer experiences. You will be empowered to act as a trusted advisor to card members, ensuring their needs are met and their expectations exceeded.

Key Responsibilities

• Serve as the primary point of contact for premium card members via phone, addressing inquiries related to account management, transactions, rewards, and services.

• Resolve complex member issues with accuracy and in compliance with company policies and procedures.

• Identify opportunities to enhance the member experience, providing personalized recommendations and solutions.

• Maintain detailed and accurate records of all interactions in the customer relationship management system.

• Collaborate with internal teams to ensure seamless resolution of member concerns and proactive issue prevention.

• Stay informed on American Express products, services, policies, and industry trends to provide expert guidance to members.

• Uphold the brands reputation by demonstrating professionalism, empathy, and integrity in all interactions.

Required Skills and Qualifications

• Exceptional verbal and written communication skills in English.

• Strong interpersonal skills with the ability to build rapport quickly.

• Problem-solving and critical-thinking abilities.

• High level of attention to detail and accuracy.

• Proficiency in using CRM software and Microsoft Office Suite.

• Ability to handle sensitive financial information with discretion.

• Customer-focused mindset with a proactive approach to resolving issues.

Experience

• Minimum of 2 years of experience in customer service, preferably in financial services, banking, or premium client support.

• Previous experience handling high-value or premium clientele is highly desirable.

Working Hours

• Full-time, 5 days a week (schedule may include evenings, weekends, or holidays depending on business needs).

• Flexibility to work in a dynamic, high-volume environment.

Knowledge, Skills, and Abilities

• In-depth knowledge of banking products, credit cards, and premium financial services.

• Ability to manage multiple inquiries simultaneously while maintaining service quality.

• Strong analytical skills to assess issues and provide effective solutions.

• Patience, empathy, and professionalism in handling challenging situations.

• Self-motivated with the ability to work independently and as part of a team.

Benefits

• Competitive salary with performance-based incentives.

• Comprehensive health, dental, and vision coverage.

• Retirement savings plans with company contributions.

• Paid time off, holidays, and wellness programs.

• Learning and development programs to advance your career.

• Employee discounts and exclusive perks.

Why Join American Express

American Express is a global leader in financial services, known for its commitment to customer service, innovation, and employee development. As a Premium Card Member Advocate, you will join a supportive, inclusive, and high-performing team that values your contributions. You will have the opportunity to grow professionally while making a meaningful impact on the experiences of our most valued customers.

How to Apply

Interested candidates can apply online through the American Express careers portal: www.americanexpress.com/careers

• Submit a current resume highlighting relevant experience.

• Include a cover letter emphasizing your passion for customer service and premium client management.

• Shortlisted candidates will be contacted for a multi-stage interview process, including voice assessment and behavioral evaluation.