Centurion Associate Relationship Manager - Global Travel & Lifestyle Servicing (Flexible/Floater Team)

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. 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.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

The Centurion Relationship Servicing team is designed to service our Centurion Card Members 24x7.   Our Centurion Members expect the very best – they want personalized, VIP service, and they want it delivered in every interaction. At American Express, we strive to provide the ultimate experience in service – meeting the unique needs and aspirations of our Members and exceeding their expectations.

The Centurion Servicing team will service our Card Members in existing relationships with Relationship Managers. You will be handling all aspects of their Travel, Lifestyle and Card servicing needs as needed. The Associate Relationship Manager plays a vital role in making membership come to life for our most exclusive, premium Card Members, every day. This is a hybrid and virtual contact center role servicing phone and email requests related to travel, card servicing and concierge services.  A successful Associate Relationship Manager has a natural passion for driving customer engagement, deepening relationships, and curating unforgettable experiences. They possess a keen awareness of relevant trends and upcoming events happening in the luxury servicing space and pride themselves on enhancing the Card Member experience through value added benefit reinforcement.

Role Responsibilities:

• Build relationships with the Card Members while delivering outstanding customer service through every interaction
• Service Card Member travel, card servicing, and concierge requests from beginning to end, displaying strong ownership and accountability while ensuring seamless delivery and setting clear expectations
• Maintaining awareness of relevant customer and travel industry trends and the luxury industry; strategically recommend personalized products and services tailored to the Members’ needs
• Continuously building destination knowledge; stay current with professional level knowledge of the Centurion products, benefits, and current offerings.
• Leverage internal relationships to innovatively resolve customer issues.  Gaining Loyal Enthusiasts and travel spend through exceptional service and portfolio engagement so the Member will recommend American Express Global Travel.
• Navigate multiple tools and effectively communicate through all customer channels through accuracy and meticulous documentation.
• Consistently collaborate with Relationship Manager to gain deep understanding of assigned portfolios' profile, preferences, history, and expectations.

Minimum Qualifications:

• 1 year Centurion Travel Servicing experience 
• Ability to work independently with minimal supervision and maintain composure under pressure.
• Technically savvy on PC applications and personal devices, can navigate MS Office easily, confident in using tools such as WebEx and Slack.
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