Senior Account Resolution Specialist

5 days ago


Taguig, National Capital Region, Philippines American Express Full time

Company Overview

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  • We are American Express, a global leader in payment services. Our mission is to provide the world's best customer experience every day.
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Job Description

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  • As an ARCT Specialist, you will be part of our team that handles inbound and outbound calls regarding deceased card members. Your goal is to resolve these accounts with empathy and a Customer First approach.
  • You will offer the potential opportunity to transfer ownership to another responsible party or cancel the account. This requires strong listening skills, compassion, and the ability to express sincere understanding.
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Key Responsibilities:

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  • Handle complex account scenarios with tact and diplomacy.
  • Analyze multiple points of data/information to find solutions.
  • Develop a deep understanding of each situation to address underlying emotions.
  • Work collaboratively with colleagues to achieve resolution.
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Requirements

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  • Bachelor's degree, associate degree, or college undergrads may apply.
  • Extensive Experience in Customer Service required.
  • Customer First mindset with proven ability to emotionally connect with customers.
  • Strong active listening and verbal communication skills.
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About Us

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  • We back our colleagues and their loved ones with benefits and programs that support their holistic well-being.
  • This includes competitive base salaries, bonus incentives, support for financial-well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits.
  • We prioritize physical, financial, and mental health through each stage of life.


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