American Express Employee Reviews for Customer Care Professional

"I really enjoyed working with American Express."

What do you like about working at American Express?

"Helping the card members going thru difficult situations with options that benefit both the card member and company."

Do you have any tips for others interviewing with this company?

"Keep consistent and always stay vigilant with any answers asked."

What don't you like about working at American Express?

"The fact that exceptions cannot be met no matter what the extenuating circumstances may be."

What suggestions do you have for management?

"The management team does a good job providing the guidance to succeed."

What do you like about working at American Express?

"Learning something new every day. You have the ability to make someone's day, help someone start their business, or make it grow.You are always in the position to help!"

Do you have any tips for others interviewing with this company?

"Do your research on the company, be confident in your answers, show and demonstrate the will to win in your interview time!! Positive attitude."

What don't you like about working at American Express?

"I hate that they shut down. This company was great. They encouraged their employees to do their best and also made sure we had all the tools we needed to do our jobs."

What suggestions do you have for management?

"Always continue to support and encourage your peers to do their best, and continue to reward and recognize them in outstanding performances."

What do you like about working at American Express?

"The commitment to being the best at what we do, as evidenced by winning the first five consecutive JD Power awards for credit card companies. American Express has the most extensive customer service training program in the financial services industry, bar none."

Do you have any tips for others interviewing with this company?

"If you have worked in call centers before, be prepared for a totally new experience. If you have never worked in a call center before you are even luckier."

What don't you like about working at American Express?

"The age and low functionality the employees are required to use. In an age when our customers communicate with us using computers, Facebook, text messaging, smartphones and telephones, it is very limiting to have to refer to paper screen prints of our web site to see what the customers are looking at."

What suggestions do you have for management?

"Invest more in task automation and upgrading the digital interfacing tools between employees and customers."

"Not unhappy, but not satisfied."

"Great, and surely a learning experience."

"Can the smoke be removed to see the light of what the company is really about."

What do you like about working at American Express?

"Flexible schedule when available, If you have the right leader, work day and career could be favorable. On site clinic and day care. A great name brand. The spirit or letter of the company is good."

Do you have any tips for others interviewing with this company?

"Show up and be honest, and explain why your skills will be an asset to the company."

What don't you like about working at American Express?

"Multiple inconsistencies with management, and their strategies for truly hearing from the customer. CCP's have limited if no control of the voice of the customer, yet they are penalized for AMEX the companies policies and procedures that are not line in line for what is right for the card member. AMEX leadership team in Plantation is always on the hunt to find fault in employees, and they misuse the layout of the company for their own self promotion. Despite all the millions AMEX makes, and spends on advertising, there are too many issues that discredit the customer. A company this big with this amount of revenue should not be having online failures, payment posting issues, declined card member POS transactions, and a myriad of other problems that should be seamless and transparent. Yet the issues CCP's have to fix are more than often beyond the scope of what they have authority or power to fix. Yet we are told that we are empowered. You can fix and do a million things, yet if you make a small mistake and forget to get a cell phone number or email address during a call, you are penalized. You are encouraged to have an emotional connection and hear the card member but you are told your Average Handle Time is too high! Yet if you do all you can do to assist the card member, most team leaders are unwilling to step in and assist, when it is out of your hands. The leg work is given to a CCP who is the lowest on the level to deal with and figure out major system, marketing, and procedural issues. There are serious breakdowns between departments and no one wants to pick up the slack of the mantle of servicing the card member. Everyone likes to pass the buck, and you are left sitting there with a card member in serious need with nowhere to go! That is not customer service but smoke screen for dropping the ball!"

What suggestions do you have for management?

"Yes, remove the limits that hinder professionals from doing there jobs. Listen to what the customers are telling you. In your TBASS reviews, that you say is the voice of the company, separate the AMEX policies from the CCP so that you can get a true scope of what your customers are saying. Become a true customer advocate by listening to your employees and the customer. Despite all you offer to the card member, your policies present the 5 star meal you offer on a garbage lid on a dumpster. Remember who carries the card and makes you the profits, remember who services the brand and keeps those who carry the card who makes you the profit happy, when your systems are not easy... when your policies are clouded... when your procedures have catches and loopholes in them."