Customer Care Professional - Research And Recovery Team

Job Description

is is a Band 28 requisition. 


Why American Express?


There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years,

backing them in moments big and small, granting access, tools, and resources to take

on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning

and collaboration, and helping them with what they need to succeed and thrive. We

have their backs as they grow their skills, conquer new challenges, or even take time to

spend with their family or community. And when they’re ready to take on a new career

path, we’re right there with them, giving them the guidance and momentum into the

best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.





American Express’ Research and Recovery Specialist is responsible for providing a seamless Customer Experience through Inbound and Outbound calls on cancelled reserve accounts for consumer Personal and Small Business accounts. This position requires extensive research on various tools and servicing card member queries by reviewing procedures meeting the set regulatory requirements.

Key responsibilities:

• Strong knowledge of Credit and Collections or Credit Specialty functions

•This role will require detailed research work to provide accurate information to the card members and other authorized third parties

•Take ownership of solving the complex servicing issues and communicating the outcome to Card Members and other authorized third parties

•Require strong adherence to compliance as per the regulatory requirements

• Strong verbal and written communication skills

•Ability to work effectively and cooperatively collaborating with cross functional teams within Credit and across AXP as well as outside agencies

•Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations

•Positive attitude and ability to work in flexible schedules as per business need

•Attention to detail and strong organizational skills

•Relevant Value Generation conversations are expected on all appropriate call type.





•The incumbent should be tenured for a minimum of 12 months in the current role as on the date of application deadline.

•Basic proficiency in MS Office tools

•The incumbent should not be on active counseling at the time of applying.

•The incumbent should have a performance rating of G3L3 or better in the last review

Shift Timings– 1730-0200 hours and 2000-0500 hours (Monday – Friday)

Only short listed candidates will be interviewed



ReqID: 19017565
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 14, 2019, 5:17:39 AM