U.S. Program Administrator: Commercial Servicing

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 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.

How will you make an impact in this role?

Commercial Servicing is hiring Customer Care Professionals for our Inbound Program Administrator Servicing Phone Teams (Tier 4). As a Customer Care Professional, you add incremental value on every interaction with a stated outcome of exceptional feedback from our customers and increased customer loyalty. You will be responsible for evaluating and analyzing account information and recommending tailored solutions to the client, including relevant products and services and membership privileges. Other responsibilities include continuously improving on the customer experience, building rapport, understanding customer needs, and handling objections. You will provide extraordinary customer care by responding to questions concerning accounts in a fast-paced, structured customer care environment.  

Responsibilities may include:

• Implementing Customer First Call Flow on a consistent basis, understanding and delivering on Customer First behaviors and principles
• Providing expert level service to major corporations regarding all aspects of Corporate Card programs, including general account maintenance, 1st level troubleshooting with American Express tools, consultation on various products, etc.
• Demonstrating the ability to address immediate client need and provide relevant value to the client; while engaging in a consultative conversation ensuring you are adding value to each call 
• Primary contact for assisting with web-site navigation and MIS reporting/maintenance
• Encouraging expansion of card programs through focused sales strategies and enrollments
• Continuously improve on the customer experience, including building rapport, understanding customer needs, handling objections, and streamlining the experience for the Program Administrator. 
• Provide extraordinary customer care by responding to questions concerning accounts in a fast paced, structured customer care environment
• Document necessary account information according to established policies and procedures

Minimum Qualifications:

• 2+ years experience servicing clients with proactive solutions that grow relationships by demonstrating proven relationship building, consultation, problem solving and analytical skills
• Passion for servicing clients with proactive solutions that grow relationships by demonstrating proven relationship building, consultation, problem solving and analytical skills
• Exceptional interpersonal and relationship building skills with the ability to analyze and assesses the needs of the clients
• Excellent communication and written skills
• Strong flexibility and adaptability to manage multiple tasks within stringent time frames while maintaining accuracy
• Work independently in a structured environment with minimal supervision
  Effective and accurate decision-making skills
• Strong computer literacy accessing numerous applications during any one transaction and expert internet navigation skills required

• Working knowledge of MS Office product

Additional Information

Location: Hybrid- American Express Phoenix Service Center (Canyon)  

Hours of Operation: Monday-Friday 6am-6pm MST 

Salary Range: $20.00 to $22.75 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6%25 Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.