Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
Every one of our Credit Specialists represent the American Express brand. They take work seriously because they are more than just a voice on the phone, they’re problem solvers and relationship builders. The people you will work with, and the Card Members you will care for, value your passion and unique personality as much as we do.
How will you make an impact in this role?
Our Credit department aims to strike the right balance between enabling spend and taking actions to recover balances and limit exposure for American Express.
Every Credit Specialists represent the American Express brand. They take work seriously because they are more than just a voice on the phone, they’re problem solvers and relationship builders. The people you will work with, and the Card Members you will care for, value your passion and unique personality as much as we do.
In the Credit team, you will be responsible for managing first contact resolution with Card Members who are either out of pattern, overdue or have had a rejected direct debit. These Card Members require re-education on the impact of late or rejected payments. You will provide benefits to those Card Members that pay the amount due, encourage continued use of the card and prevent future occurrence through negotiation and education.
For this role, prior experience in call center or credit environments is not necessary. More importantly, you must be:
An excellent communicator with exceptional interpersonal skills
Assertive with an accomplished telephone manner
Confident taking initiative and making difficult judgement calls
Able to use negotiation and relationship management skills to provide win-win outcomes
Passionate about American Express and customer service
Display a passion to serve by delivering extraordinary service in every interaction with our customers
The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
Strong interpersonal, communication and listening skills
Self-motivated, results-oriented and positive
Demonstrate personal excellence by remaining positive in difficult situations
Well-presented and professional
Verbal and written communication skills Dutch (fluent) and English are required
Team player who demonstrates self-motivation & ability to work under pressure and unsupervised
Ability to work in shifts
Knowledge of Microsoft Office suite (Excel, Word, Outlook…)
Opening Hours Monday to Friday 08.00 – 18.00
Employment eligibility to work with American Express in the Netherlands is required as the company will not pursue visa sponsorship for these positions.
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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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.
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.
