Job Description

As a Financial Support Specialist, you will assist customers facing financial hardship. You'll assess individual situations with care and discretion, provide tailored support solutions, and work collaboratively to create fair and sustainable outcomes.

Responsibilities

• Engage with customers experiencing financial hardship via phone in an empathetic and solution-focused manner.
• Assess individual financial situations and determine eligibility for support programs or payment arrangements.
• Develop, negotiate, and monitor tailored hardship support plans aligned with regulatory and company guidelines.
• Maintain accurate records of all customer interactions and case resolutions.
• Collaborate with internal teams such as credit, collections, compliance, and legal to ensure holistic customer outcomes.
• Ensure compliance with relevant legislation and financial hardship codes.

Qualifications

• Previous experience in hardship or a credit and collections environment (preferred)
• Strong communication and negotiation skills
• Ability to handle sensitive conversations with empathy and professionalism.
• Sound knowledge of financial hardship principles, regulatory guidelines, and debt management practices.
• Strong organisational skills and the ability to manage multiple cases simultaneously.
• A team-player attitude and a genuine desire to support vulnerable customers.

About Us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our 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.

About the Team

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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