Apprentice

About the Role

This apprenticeship role is within the Consumer Credit department at American Express. It involves extensive 8-week training with continuous monthly coaching thereafter. The role requires flexibility due to different shifts and teams, and the work is on a rotating shift pattern.

Key Responsibilities

• Recovering overdue balances, enabling further spend, and minimizing risk.
• Making informed decisions based on challenging customer-specific situations.
• Demonstrating empathy and compassion in every interaction, especially during sensitive and vulnerable conversations.
• Maintaining a calm, non-judgmental tone, even in high-pressure scenarios.
• Upholding a high level of integrity when handling customer information, adhering to all Quality, Regulatory, and Compliance guidelines.
• Offering consultative support and recommending products or solutions tailored to each Card Member.

Requirements & Tech Stack

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Ability to maintain confidentiality.
• A willingness to learn and adapt to new tasks and challenges.
• Flexibility and adaptability, able to work as part of a team.

Qualifications

Minimum 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.

Preferred Qualifications:

• A natural communicator who can build relationships effectively, demonstrate active listening skills, and adapt conversation to suit the situation and the Card Member’s communication style.
• Resilience and empathy are needed to efficiently manage a steady stream of diverse customer calls, including vulnerable customers, whilst balancing performance to meet a variety of metrics.
• 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.