Customer Care Professional - Current, Credit & Collections (Start Date Monday 18th January 2026)

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
Our Consumer Credit department is fundamental in that process, encompassing a variety of different teams who strive to ensure that these ideals are constantly upheld.
The Current team is a dynamic, innovative team within the servicing network, w ho provide powerful backing to our customers through phone servicing. The range of credit related queries can include Card Member spending patterns, including high balance spending and a review of line of credit reductions.
Our Brighton office is a fast-paced service center environment. In this role, you will be contracted to 35hrs per week, across 5 days. Rotating Shifts for this role cover a variety of times, between the contracted hours of 7am – 9pm, Monday – Sunday.
Shift patterns currently are: 8:00am-16:00pm, 09:00am-17:00pm, 10:00am-1800pm - Working every other Saturday, with no Sunday work!
Shifts are subject to change with 30 days notice

Responsibilities
- Engage with Card Members via phone servicing to resolve queries related to spending limits, credit line reductions and account reviews on inbound calls.

- Make outbound calls to customers who have spent significantly more than usual to verify transactions, assess affordability and ensure responsible credit use.

- Conduct financial assessment to identify areas where you can support Card Members and use data reports to adjust, maintain or reduce a customer’s credit line.

- Make informed, confident, and assertive judgment calls when handling complex or unique payment situations, including spending limits, credit approvals, and potential declines

- Demonstrate empathy and sensitivity when communicating with customers who may be experiencing financial hardship or personal difficulties.

- Engage with team colleagues, as well as internal and internal partner teams.

- Maintain accurate records of Card Member interactions, including credit limit changes, spending concerns and call outcomes.

- Ensure strict ID verification and compliance with data protection to safeguard sensitive accounts.

- Deliver excellent customer service and maintain strong relationships with Card Members to build their tenure and loyalty with American Express.

-  To ensure your success, you will undergo extensive training and be provided with a wide range of tools.

Qualifications
Minimum Qualifications:

- Experience in customer service or collections, preferably over the phone and handling credit line management and affordability reviews.

- Excellent verbal communication skills, with the ability to explain credit decisions clearly and professionally.

- Ability to assess risk, interpret credit reports and make informed decisions.

- Ability to deliver premium customer service, whilst being a passionate American Express brand ambassador.

- Ability to manage multiple tasks and prioritise urgent customer cases in a fast-paced environment.

Preferred Qualifications:

- Experience in Credit & Collections, handling credit line management and affordability reviews - preferrable.

- Prior experience in a phone-based role.

- Knowledge of financial regulations and compliance standards related to collections.
Our Brighton office is a fast-paced service center environment. In this role, you will be contracted to 35hrs per week, across 5 days. Rotating Shifts for this role cover a variety of times, between the contracted hours of 7am – 9pm, Monday – Sunday.

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.