Company: American Express
Location:
Job Description:
Overview
In this role, you will support customers facing financial difficulties, including vulnerable individuals, by delivering empathetic, solution-focused service. You’ll handle sensitive conversations with care and guide executors through estate-related tasks, while upholding regulatory and quality standards. You work within a 24/7 Brighton center, collaborating with teammates to resolve issues and tailor support to each Card Member. The position offers intensive training and growth potential as you build confidence and expertise in managing complex cases. This role appeals to those who want to shape compassionate customer care within a trusted global brand.
Responsibilities
- Show empathy and calm, non-judgmental communication in all interactions
- Provide consultative support and tailor product recommendations to Card Members
- Assist bereavement discussions and estate task guidance with regulatory and policy adherence
- Navigate multiple systems with accuracy, supported by training and gradual autonomy
- Collaborate in a high-support, team-oriented environment and contribute to service excellence
Key requirements
- Computer literate and able to handle several applications simultaneously
- Strong active listening and adaptable communication style
- Resilience and empathy to manage diverse, vulnerable customer calls
- Problem-solving with a focus on first-contact resolution
- Excellent negotiation, analytical, and decision-making skills
- Willingness to learn, take feedback, and adapt to change
- Ability to work flexibly within rotating shifts and a team-based setting
- Employment eligibility to work in the UK
- Empathy
- Active listening
- Resilience
- Adaptability
- Team collaboration
- Navigating multiple computer systems
…
Posted: November 13th, 2026