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.

Every one of our Customer Care Professionals is more than just a voice on the phone, they represent the American Express brand. They are brand ambassadors, problem solvers and relationship builders. The people you will work with, and the Card Members you will care for, will recognize and value your passion, your outstanding service and unique personality.

 

How will you make an impact

Our Credit department aims to strike the right balance between enabling spend for our Card Members and taking actions to recover balances and limit exposure for American Express. 

As a part of the Credit team, you will be responsible for managing first contact resolution with Card Members who are either out of pattern, overdue or have had a rejected direct debit. These Card Members require guidance on the impact of late or rejected payments. You will provide benefits to those Card Members that pay the amount due, encourage continued use of American Express’ Card services and prevent future occurrence through negotiation, dialogue and guidance.

What will you do:

• Engage Card Members for the collection of overdue payments

• Secure the payment of due and overdue funds

• Put in place payment commitments that balance the Card Member’s ability to repay and ongoing account management

• Uphold the American Express brand image and customer loyalty through outstanding customer service

•  Work to the highest standards with a balanced delivery of both customer experience and shareholder value

 

What do you need to succeed

• You are an excellent communicator with exceptional interpersonal and listening skills

•  Excellent knowledge of the Dutch and English language, spoken and written

• You are tech savvy and have working knowledge of Microsoft Office suite (Excel, Word, Outlook)

• You are accommodating but assertive on the telephone

• You are confident taking initiative and making difficult judgement calls

• You are able to leverage your negotiation- and relationship management skills to provide win-win outcomes, while delivering premium service

• You are passionate about American Express and the American Express Brand

• You have a passion to serve by delivering extraordinary service in every interaction with our customers

• You are able work in a fast-paced environment and to multitask and prioritize your workload

• You demonstrate personal excellence by remaining professional and positive in difficult situations

• You are a team player who demonstrates self-motivation & ability to work under pressure and unsupervised

• Flexible, agile and able to adapt easily to changes

• Emotional intelligence and the ability to take and receive constructive feedback

Opening Hours Monday to Friday 08.00 – 18.00

Non-considerations for sponsorship: Employment eligibility to work with American Express in the Netherlands is required as the company will not pursue visa sponsorship for these positions.  

Considerations for sponsorship: Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions. 

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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 centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.