American Express Hiring Apprentice in Gurugram | Hybrid

Job Description

The Consumer Credit department includes several teams that work to keep American Express' standards consistently upheld. You will complete an extensive 8-week training program and receive a broad set of tools that help you make informed decisions across most situations. Once training is complete, you will receive monthly coaching to help you reach your full potential.

Shifts and teams vary, and flexibility is needed based on business needs. This role works a rotating shift pattern.

Key Responsibilities

• Recover overdue balances, enable further spend, reduce risk, and make informed decisions in challenging customer situations.
• Show empathy and compassion in every interaction, especially in sensitive and vulnerable conversations.
• Keep a calm, non-judgmental tone, even under high pressure.
• Handle customer information with integrity and follow all Quality, Regulatory and Compliance guidelines.
• Offer consultative support and recommend products or solutions suited to each Card Member.

Preferred Qualifications

• Computer literacy, with the ability to move across several systems and applications quickly and accurately.
• Strong communication and relationship-building skills, active listening, and the ability to adapt to each Card Member's communication style.
• Resilience and empathy to manage a steady stream of diverse customer calls, including vulnerable customers, while meeting performance metrics.
• Problem-solving skills to assess Card Member issues and resolve them on first contact.
• Strong negotiation, analytical and decision-making skills, with attention to detail and assertiveness.
• Flexibility, adaptability and teamwork in a supportive, collaborative environment.

About American Express

American Express builds its culture on a 175-year history of innovation, shared values, leadership behaviors and a commitment to back customers, communities and colleagues. The company delivers differentiated products and world-class service while maintaining a strong risk mindset to uphold its promise of trust, security and service.

As part of Team Amex, you get comprehensive support for your well-being, many chances to learn new skills, develop as a leader and grow your career. Your voice and ideas matter, and your work makes an impact.