Opportunities to completely serve your client without having to send them to other departments. Observing your team progressing in their careers.
Pros: Being acknowledged for your successes.
Cons: Having to cut a call short before solving issues based on handling time.
American Express provides a very busy work environment. Your days are filled with back to back client calls. Solving problems on small business and personal accounts in the same call could be challenging based on the call handling time required versus the time the clients required. Business clients in particular are already working on a packed schedule. As a representative of the "brand", I preferred calling them back at a specific time with their permission or leaving a message on their voicemail concerning the outcome of my research. Most calls did not require a callback. My co-workers were always excellent working as a team backing one another up with questions and answers on instant messenger. The hardest part of the job was being patient with an irate client by letting that client vent briefly then taking control of the call respectfully. The clients were also the most enjoyable part of the job. Solving their account issues while building a rapport was very satisfying.