Pipeline Future Needs: Financial Customer Support, Credit & Collections
3 days ago – Be among the first 25 applicants.
At American Express, our culture is built on a 175‑year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to backing our customers, communities, and colleagues. As part of Team Amex, you’ll experience comprehensive support for your holistic well‑being and many opportunities to learn new skills, develop as a leader, and grow your career.
In this role you’ll support customers facing financial difficulties, often dealing with sensitive topics such as mental/physical health, bereavement, and loss of income. Our Financial Specialists are more than just a voice on the phone – they are problem‑solvers and relationship builders, focused on customer care and brand representation.
Our Brighton office is a 24/7 service centre. Shifts vary; you’ll work a rotating shift pattern covering 7am–9pm, Monday–Sunday, with a contract for 35 hours per week across 5 days.
Impact in this role
* Demonstrate empathy and compassion in every interaction, especially during sensitive and vulnerable conversations.
* Maintain a calm, non‑judgmental tone, even in high‑pressure scenarios.
* Adhere to Quality, Regulatory and Compliance guidelines while handling customer information with integrity.
* Offer consultative support and recommend products or solutions tailored to each Card Member.
* Make informed decisions in most cases, supported by extensive training and a variety of tools.
* Gain experience that could enable you to excel as your career continues at American Express.
Minimum Qualifications
* Computer literate, able to navigate multiple computer systems and applications simultaneously with speed and accuracy.
* A natural communicator who demonstrates active listening skills and adapts conversation to suit the situation and the Card Member’s communication style.
* Resilience and empathy to efficiently manage a steady stream of diverse customer calls (including vulnerable customers), balancing performance to meet metrics.
* A problem‑solver who evaluates Card Member issues and offers inventive solutions with a view to resolving on the first contact.
* Excellent negotiation, analytical and decision‑making skills, with strong attention to detail and assertiveness.
* A capacity to learn, willingness to try new things, ability to incorporate feedback, and agility through change and difficult situations.
* Flexible, adaptable, and able to work as part of a team in a highly supportive and collaborative environment.
Preferred Qualifications
* Customer service experience, ideally in a contact centre environment.
Compliance Language
Employment eligibility to work with American Express in the UK is required. The company will not pursue visa sponsorship for these positions.
Benefits
* 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 centres staffed with nurses and doctors (depending on location)
* Free and confidential counseling support through our Healthy Minds program
* Career development and training opportunities
Job Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
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