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Customer Care Professional - Consumer Product Services

February 17, 2026

About the position

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. Role & Responsibilities: Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to success. What would you do every day as a Customer Care Professional? Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution Meet and exceed performance goals that include, but are not limited to\\: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics

Responsibilities

Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality
Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty
Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand
Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information
Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
Meet and exceed performance goals that include, but are not limited to\\: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics

Requirements

Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction
Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations
Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call
Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy
Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
Driven to please by providing the ultimate experience for our Card Members on every interaction
Timeliness and reliability

Nice-to-haves

Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills
Customer service and consultative sales environment experience preferred
Passion for consultative sales, recommending products or solutions tailored to each customer
Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end

Benefits

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...