Account Protection Specialist

Account Protection Specialist

#4th in Great Place to Work's Best Company To Work For 2025

#10th in Fortune Magazine's 2025 World's Most Admired Companies

#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

Top GBS Employers for the Philippines by the Everest Group

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.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

American Express delivers extraordinary customer care to Card Members, merchants and commercial clients ("Customers") around the world. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex's reputation for trust, security and service.

The Servicing Professional is a critical role in our contact center, providing the world's best customer experience every day.

What would you do every day as a Servicing Professional?

• Consistently deliver extraordinary service in a fast-paced, structured, customer care environment.
• Consult with Customers to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership/American Express products as applicable.
• Address customer inquiries and issues in a timely and accurate fashion.
• Analyze customer information and make sound decisions while maintaining high customer satisfaction.
• Indulge in recognizing our Customers as individuals through unexpected relevant recommendations of product offers and benefits that deepen customer engagement.
• Analyze customer accounts and make sound business decisions while maintaining high customer satisfaction.
• Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions.
  Meet and exceed performance goals that include customer satisfaction, sales, collections, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.

Minimum Qualifications

• Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy
• Natural communicator who can demonstrate active listening skills and to adapt conversation to suit the situation and the Customer's communication style
• Resilience needed to efficiently manage a steady stream of Customer inquiries, while balancing performance to meet a variety of metrics as set down and updated by the business from time to time
• Passion to serve, recommending products or solutions tailored to each Customer
• A problem-solver to efficiently evaluate Customer issues and offer the best inventive solutions with a view to resolving on the first contact
• Proven analytical skills to analyze account data and make sound business decisions
• A capacity to learn, willingness to try new things, ability to incorporate feedback and resilience through change and difficult situations
• Flexibility to handle a variation of Customer questions and/or issues
  High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines

Preferred Qualifications

Customer service experience, ideally in a contact center environment

Additional Requirements:

• The Company works 24*7 and as such our colleagues work in shifts to provide coverage to Customers at all times. Flexibility to work in different shifts at any time, including weekends as per business needs (dependent on operational hours) is an additional requirement
• Hybrid Environment- Need to be able to work in the office a minimum of 3 days a week, the same is subject to change as per business requirements and Company policy

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
• Must have at least 25 MBPS internet connection plan / speed
• Must have a private & quiet area to work at home
  American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.

If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).