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Location

Gurgaon | India

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Job description

Job Description

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

This is a critical role with the responsibility to cross-sell and upgrade the existing American Express consumer card portfolio to Platinum Charge card. The incumbent will cross-sell initiatives for the upgrade team, while delivering best in class customer experience. The role will be responsible for upgrading customer on existing American Express card platforms to Platinum charge card with an idea to deepen our premium customer base and to help deliver the right product strategy for ICS India. This is an individual contributor role for a 3-months assignment in the CMO team.

Key deliverables will include:

. Lead nurturing and cross selling.
. Implementing optimal contact strategy for upgrade using multiple channels of communication such as campaign, CEN, self-generated, IVR/OBTM leads.
. Deepening our share of wallet in the premium segment via upsell, cross sell, industry wise spend expansion and generating referrals.
. Working closely with stakeholders to design and execute engagement and lead generation strategies.
. Working closely with customer service and product team to effectively collaborate on upgrade requirements and share customer insights.

Successful candidate will possess the following skills

. Demonstrated ability to deliver on targets.
. High customer orientation and ability to manage escalations as the role deals with sensitive customers
. Sharp attention to detail to drive process excellence

Eligibility :

• Graduation

. The incumbent should not be on level4 or above counseling at the time of applying.
. The incumbent should have a performance rating of G3L3 or better in the last review

Sharing the AD -IJP as requested

You Lead the Way. We've Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

Responsibilities:

• Understand the profile, preferences, history and revenue potential of each cardmember in the portfolio.
• I nitiat e and drive portfolio growth via cross - sell and retention targets.
• Consultative engagement with the objective of maximizing the value of the Card and demonstrate share shift.
• Develops & manages a close relationship with cross functional teams within American Express such as Product, Marketing, World Service, Travel & Lifestyle, Credits and Risk.
• Provide a friendly, efficient consultative service that engages customer with the service & optimizes revenue opportunities by proactively anticipating customer requirements & building brand loyalty.
• High level of Customer service and engagement orientation.
• Excellent oral and written communication skills.
• Outstanding listening skills and capacity to articulate effective actions based on identified needs and profile.
• Ability to build a highly engaged relationship with a High Value Premium customer portfolio.

Functional Skills/Capabilities:

• Communication Skills.
• Advanced servicing orientation.
• Handling multiple conversations.
• Good product and process knowledge.
• Ability to handle and resolve difficult conversation.
• Good selling ability -sales mindset.
• Premium Product Certified, prior experience of portfolio and customer management preferred

Academic Background:

Graduate

The incumbent should not be on level4 or above counseling at the time of applying.
. The incumbent should have a performance rating of G3L3 or better in the last review

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.

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