Job Summary

At American Express, we are committed to delivering world-class customer service while fostering an inclusive, collaborative, and innovative remote working culture. As a Virtual Customer Care Professional, you will be the face and voice of our brand, directly supporting card members with a wide range of inquiries. This role is more than just a job — it is a career journey designed to develop your potential, empower your passion for helping others, and offer long-term growth with a Fortune 100 company.

Key Responsibilities

• Deliver personalized, efficient, and accurate service to card members via inbound calls, chat, or email.

• Handle account inquiries, billing questions, reward redemptions, travel bookings, and dispute resolutions.

• Build meaningful relationships by actively listening, understanding customer needs, and providing suitable solutions.

• Maintain detailed records of customer interactions using internal systems and tools.

• Work cross-functionally with internal departments to ensure timely and effective problem-solving.

• Meet and exceed performance metrics including customer satisfaction, call quality, and productivity targets.

• Uphold the values and reputation of American Express by demonstrating empathy, integrity, and professionalism in every interaction.

Required Skills and Qualifications

• High school diploma or GED required; bachelors degree is a plus.

• Fluent in English, both spoken and written.

• Exceptional communication and interpersonal skills.

• Proficient in using digital platforms, with the ability to quickly learn new systems and tools.

• Comfortable navigating complex issues with patience, empathy, and confidence.

• Strong attention to detail, with excellent problem-solving and organizational skills.

Experience

• Minimum of 2 years of customer service or call center experience, preferably in a remote capacity.

• Previous experience in financial services, hospitality, or technology industries is highly valued.

• Experience handling high volumes of customer interactions with a proven track record of delivering quality service.

Working Hours

• Must be flexible to work in a 24/7 environment, including nights, weekends, and holidays.

• Shift schedules will be communicated in advance.

• Overtime opportunities may be available during peak periods.

Knowledge, Skills, and Abilities

• Ability to work independently in a fast-paced, remote environment.

• Strong multitasking capabilities — handling live interactions while updating account information.

• Ability to demonstrate empathy while remaining solutions-focused.

• Tech-savvy with working knowledge of CRM platforms and virtual communication tools.

• A high degree of reliability, accountability, and time management.

Benefits

• Competitive base salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• 401(k) with company match.

• Paid time off, holidays, and parental leave.

• Employee assistance programs and mental health support.

• Tuition reimbursement and professional development opportunities.

• Exclusive employee travel and lifestyle discounts.

Why Join American Express

Working at American Express means being part of a supportive team where your voice matters, your ideas are heard, and your contributions are celebrated. As a company known for its integrity, innovation, and customer-first philosophy, we empower our team members with the tools and flexibility to build a career on their own terms. Join a purpose-driven culture where every role is connected to a greater mission: to back our customers and each other.

How to Apply

Ready to start your journey with American Express?
Apply online via our careers portal:  https://www.americanexpress.com/careers
Search for Virtual Customer Care Professional under remote opportunities.

Ensure your resume is updated and tailored to highlight relevant customer service experience. Qualified applicants will be contacted for a virtual interview.