Apprentice

About the Role

An Apprentice role at American Express providing end-to-end servicing support to Program Administrators (PAs) for American Express U.S. Corporate Card Programs. Serve as the primary point of contact for corporate account servicing and administrative inquiries.

Key Responsibilities

• Handle Program Administrator servicing enquiries across Voice.
• Resolve administrative account enquiries, charge and billing enquiries, account maintenance, card servicing, and corporate program-related requests.
• Assess customer needs and provide appropriate solutions while identifying relevant products, services, and self-service options.
• Build rapport with Program Administrators, including senior client stakeholders, and deliver personalized servicing.
• Maintain accurate customer records and ensure compliance with internal policies and regulatory requirements.
• Collaborate with internal partners to deliver timely and effective customer resolutions.

Requirements & Tech Stack

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Effective communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.
• Resilience is needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics.
• Passion for consultative support, recommending solutions tailored to each Card Member.
• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
• Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.
• Comfortable to work in a 24/7 shift and rotational week off's (Primarily US Shift window).

Qualifications

• Bachelor’s degree.
• Not more than 5 years of difference between highest education degree completion date and joining date.
• Should not have enrolled in any prior Government Apprenticeship programs.
• Strong attention to detail and accuracy.
• Good communication and interpersonal skills.
• A willingness to learn and adapt to new tasks and challenges.
• Ability to maintain confidentiality.