Lead Counselor - Consumer Travel (6-Month Cross Train)

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 this 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.

How will you make an impact in this role?

Travel & Concierge Experiences (TCE) Canada serves Canadian Card Members via several servicing channels including our telephone service center in Toronto and via Amex Travel Online.

The Lead Counselor & Resolutions Team is responsible for handling pre to mid Travel Card Member escalations, responding to Card Member complaints in accordance with Company policies, and applicable legislations. In addition to this important duty, we provide in the moment support to TCE Consultants and Leaders to eliminate issues and deliver additional processes that support the TCE Operations.

The successful candidate will report to the TCE Lead Counselor & Resolutions Team Leader. This is a six-month cross-training opportunity covering the Tuesday to Saturday shift from 3:00 p.m. to 11:00 p.m. EST. The selected individual must be available to work a limited number of statutory holidays and demonstrate flexibility to accommodate shift changes as needed to support business requirements.

Duties and Responsibilities of the role include:

• Complaint research and management of pre-to-mid travel and concierge Card Member Complaints (Global Complaints on iCare).
• Provide proactive, post escalation and in the moment feedback on potential issues to prevent future complaints.
• Guiding colleagues with Travel & Concierge processes and procedures.
• Ensuring proper business tools usage.
• Quality check of PNRs and OPUS documentation.
• Support other business needs, projects and initiatives as required.

Minimum Qualifications

• Must have a minimum 12-month tenure as a frontline Travel & Concierge Experiences Consultant.
• Demonstrate strong core role experience and knowledge.
• Must be flexible to work evenings and weekends.
• Must not be on an active Performance Improvement Plan.
• TICO Certification.

Preferred Qualifications

• Preferred candidate to have previous coach or support role experience.
• Candidates who are meeting or exceeding TCE department metrics are preferred.
• Proven ability to make sound decisions and analyze complex card member issues.
• Excellent communication skills, both verbal and written.
• Strong relationship management and interpersonal skills.
• Expert knowledge of Travel industry, Premium Card and ATO Products and Services.
• Make issue identification a priority to help improve the customer experience and servicing journey.
• Appropriately handles sensitive information with confidentiality.

The job posting is for an existing vacancy.

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 committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”).   If you have a disability and need accommodation, please speak with the Recruiter for more information.

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