software engineer

senior software engineer

customer care specialist

customer service representative

senior engineer

American Express

So, they hype this job up 100% which is not surprising because most businesses have to lure you in to make you want the job. They act like it's some luxurious position but you're just booking a car, air, hotel, or any other reservation the customer desires. Some of these people don't want the Four Seasons, they just want a regular room with a continental breakfast. (No glitz or glam just a queen bed with free instant coffee, a muffin, and  free cereal in the morning) The training does not prepare you for the actual job. As soon as you're done with the classroom training aspect of the job you "shadow" an employee for a day. That's not enough time to see or understand the job. Then, they have you partnered up with someone from your training class doing "fake bookings" (Woohoo...some much fun but out in the real world most are calling because something is wrong and they want a solution..RIGHT AWAY, ASAP!!). Oh, you also do the fake bookings yourself, solo dolo then post them in a chat for a quick thumbs up. I guess that's supposed to make you confident about the job at hand. Just chaos and utter confusion. Then, we listen to calls and then finally you are on your own. Just taking calls and searching for clues to reach a resolution. Reaching out to airlines, hotels and resorts. Most of the calls are either transferred, no one called them back or they just want to speak to someone else because they did not receive a first-time call resolution. Hmmmm, I wonder why??? (Maybe it's because people are not being trained properly or they could be overwhelmed) Because the training does not align with what's going on, on the floor when calls are being taken in real time. They claim that you're not really on your own because you have a work chat that will supply you with answers to any questions. But like Maury Povich, would say "The results came back and that was a lie!!!". You are either ignored (You're ignored because everybody and their grandma as a question about something in the chat so you're inquiry/question could get lost or unanswered )  or someone sends a template/link on instructions that you have read before but now you need assistance from a human. While the customer is on the phone you're either going back and forth in a chat *waving a white flag in the air, begging for help*, checking on the impatient customer. Finally you are sent a link to some article with an answer or pushed into a breakout room waiting for someone to show you "what to do".  Riddle me this, it's not that many leaders to be stretched so your call waiting time is extended. Ultimately, you're stressed and the customer is tired of waiting for assistance. So, MORE stress piles on because not only are you on your own  BUT you're being timed, watched and ultimately critiqued for everything because you have to be certified to leave the training class. But, independence is just you working "solo" but still having to ask the same questions in a group chat and wait for an answer. While you wait for the answer you're being docked for time plus more. This job should be called a timekeeping agent and not a travel agent. Yes, I understand "time is money" but there should be more time when it comes to the actual training, learning more things in-depth but ultimately shadowing with someone who knows/understands the job that they're doing. With that being said, maybe call handling times would decrease and the job wouldn't be deemed as confusing.  I had "high hopes" for this job but everything is not what it seems until you're in the front seat, doing the actual work.  Feel free to work at Chaos Express, I mean American Express. 

The bad news:
Starting in 2017, too much emphasis was placed on sales quotas.  In short, this started out as a true customer service position, and ended up a true sales job.  Also, they offshored or placed some jobs back into the brick-and-mortar U.S. centers, for quite a bit of the U.S.-based virtual team (check out the careers page:  you'll see very few jobs for U.S. employees are virtual now, most are in the brick-and-mortar centers, and even some of the virtual jobs are limited to states with centers).  The ironic aspect of this change:  this started to happen about a year or so before the pandemic.  Moving up is tricky in the virtual side, as well.  If you want to be a team lead, or a training coach, for example, you'll likely be in that position as "interim".  So, at any time, management can require an interim leader to go back on the phones, regardless of how long they've been away from the direct customer care position.  Some people were interim for months, some for years.  In addition, that individual will receive absolutely no refresher training, and very little notice.  This exact scenario happened to one of my leaders in 2018 ("leader" is plural, because I was moved to several different teams, due to schedule bids, and sometimes restructuring, but the good news was:  I worked well with every one of my leaders).  Schedule bids would happen about every few years, and they had already announced that they would switch from the bids being awarded based on a mix of tenure and metrics, to just metrics (again, see above, sales became THE most important metric).  In addition, I saw others let go over the years for reasons that concerned me (this scenario would often depend on whether you had a leader who would fight for you, or throw you under the bus, and whether you had a leader who provided ample & accurate coaching).  As far as the health benefits go:  the medical had too high of a deductible, but Amex did contribute every year to offset some of it.  The dental and vision benefits were solid, though.  Also, the 401k match was nice.

The good news:
The system for requesting time off was fair, and they do provide ample PTO and sick time.  Also, this is the only company I've worked for that carried over sick time (I'm not sure if they still do it), but they did not carry over PTO, which was "use it, or lose it".  I received the balance of my PTO in a check a few months after I left, so that was generous of them, as well.  That is one thing Amex does very well:  work-life balance.  Another good aspect to the company:  the diversity of leadership (i.e.: women, minorities, etc).  

The bottom line:
I miss the colleagues I worked with (I still keep in touch with some of them), but I don't miss the switch to focusing on sales that this job became.  Many companies are offering U.S.-based virtual/remote opportunities now, some due to the pandemic, some already had established virtual teams prior to 2020.  So, in that respect, I feel that Amex went the wrong direction for the U.S.-based side.  I read a recent announcement that Amex would provide 4 weeks annually in which most employees could choose where to work.  This is a step in the right direction, but it's too little, too late.  Most of my time at Amex was wonderful, so please don't get me wrong, but I felt that another perspective would provide some measure of balance in the reviews and ratings.

I have been a loyal Amex employee for 16 years mostly working within the corporate travel division. Within this time I have taken many steps to advance my career including utilizing the tuition reimbursement program to complete my BS degree in Business/HR as well as mentoring within Work force management and HR. Yet I have been turned down for the last 12 internal postings that I have applied for in the last couple years. I can tell from the types of questions which I received within these interviews that my length of tenure is actually part of the problem, as this seems to be viewed as a detriment and not a positive quality. For example, I was actually asked recently when I had a 2nd interview for a band 25 Account Protections Specialist position within the Fraud department "about how much PTO time do have remaining for this year?" After I told him that like other Amex employees with more than 10 years I have 264 hours per year. I was then actually asked if I believed my extensive PTO time would interfere with my ability to complete the training process.  I told him that No I did not believe it would interfere as with 16 years I would not set myself up to fail within this department and also told him that I was very flexible with my remaining PTO time. Ultimately I was turned down even though I have excellent work record, many transferable skills, and was very successful within my B.S. Business program.  

After this experience I then also applied for a Service Level Coordinator position as I have 3 years Workforce Management experience plus a year of mentoring within this area. I did not even get a first interview for this. The feedback that I got for this rejection from the recruiter was that my unsuccessful multiple previous postings attempts over the couple year in of itself was a big yellow flag. I thought to my self, how can I change this? It seems as if I am pigeon holed into the corporate travel rep position and I do not know how I can change my situation within the company. I realize that i can leave but had hoped to stay with Amex where I am vested and have good benefits. 

In summary. American Express has broken my spirit and I have lost all respect for this organization. They say that they like to develop employees into other roles and support job advancement however I believe that is only if you meet a certain image. If you are over 40 or have been in your role too long they not only will not hire you but they will not even support you with feedback necessary to help you be successful with career advancement. 

My advice to job seekers is this. Only apply at Amex if you are under 35 and have graduated from college in the last couple years. If you get hired into a front line phone position make sure that you post out for a band 30 advancement as soon as you have completed your required first year in your original role, before you are type casted into that role. Finally, make sure you never ever disagree with any management as this may also permanently black list you from doing anything other than the front line phone rep position.

The hiring process is very difficult and drawn out but the pay and benefits are excellent BUT PLEASE BEWARE.  When you are hired, you are told that this is not just a job; it's a career and that you are now here for life...you are now PART OF THE FAMILY.  You are given the impression that you are a permanent employee from day one.  Unfortunately, that is not the case.  You must go through a training process and instead of basing your permanent hire on how well you did in the training process,  your permanent hire is based on surveys that you receive in a very, very flawed system.  You will receive bad surveys from card members you never even talked to or regarding issues like...American Express making a corporate decision to remove an airport lounge access which has nothing to do with the service you provided that card member just their dissatisfaction with a corporate decision that you took no part in but YOU will get that bad survey and they will constantly tell you that there is nothing they can do about you now being stuck with that bad survey although they listen to those calls and know that it had nothing to do with you but that one bad survey may very well keep you from getting a permanent hire.  Also, keep in mind that in order to wipe out 1 bad survey, you must get at least 5 excellent surveys...yeah, that math makes no sense to me either.   Additionally, with the mess they have with the company that manages their surveys, your surveys are sometimes held for 10 days and when 1 bad survey and only two good surveys in a week can destroy your possibility of being permanent, you can understand that they holding surveys back can affect you in the worse way. 

Their system frankly makes no sense because they spend all this money on background checks, training, paying into your benefits from day one, etc. and pay you a good salary just to walk 50% of a training class out of the bldg. based on surveys that you have no control over and have nothing to do with the customer service you actually provided.  Someone at the top either doesn't know these dumb business decisions are being made or they just don't care to realize that this can only serve to breakdown what was once an amazing company to be a part of.

You are even required to select your health insurance within 60 days of hire although you may very well be walked out of the bldg within the next three months and ultimately be left with no health insurance whatsoever because you cancelled the insurance you had prior to working there and now after Obamacare, you can't get it back.

Also, remember all the above if you are considering leaving a permanent position you currently have to take a job with American Express.  You may be leaving something solid for a very, VERY shaky possibility.  Do you really want to risk your security that you've worked hard at, on the luck of the draw?  The grass isn't always greener on the other side is absolutely applicable when considering a position with American Express.  It's unfortunate because every actual permanent employee I spoke with told me it was an excellent place to work but again, to actually get to that point you have to walk on hot coals and glass.  It's all a matter of luck and not experience or skill, which in the long run only serves to hurt the company and its card members.

Good
- Nice View Outside: Hudson River, Statue of Liberty, New Jersey, Upper Manhattan, Lower Manhattan & One World Trade Center
- Humble Manager: My manager works hard and over time. Sometimes provides feedbacks with the double-layer sandwich method. Supportive and helped develop my confidence and leadership style by guiding through the process and by allowing/pushing to make my own decisions. 
- Team leads: Inspiring, humble, supportive encouraging. Celebrated the differences.
- Co-workers: Funny, supportive, helpful, Inspiring, and creative.

I gained more confidence, became a better individual as a person and as a programmer. 

Bad
- No Guide(s) for new hires: So much confusion, disorientation, and brusque orders without any great explanation.
- Bureaucracy at its best: Vague and empty official feedbacks & criticism on performance from completely different department’s managers and teams. 
- No Transparency: Possibility of getting fired (happened) when talking with someone above your manager like team director, even if he adds his own & collects all the comments & feedbacks about ones’ performance from different unrelated & unconnected departments.
- Judgments through Assumptions: Negative feedbacks on my performance by other department’s managers across the floor by their great observation skills.   
- Miscommunication & Misunderstanding: Between team members and across other teams, managers and team director. And no efforts for further clarification and for better understanding before making decisions.
-  Strange Work Environment: 
    - Other department team’s members meet pleasantly when in need or for a request, but put extra efforts ignoring you other times, including the main team director who hired you. 
    - Depression across the floor and I were told during the interview that people don’t stay there very long. I wonder why!
    - Insecurity & flirtation Issues across the opposite genders with racial issues due to different backgrounds and therefore resentment through mistreatment. 
    - Very rigid & toxic environment. It doesn’t matter how great you do your part, you are still expected to stay stationary on your confined chair. You’re judged upon your body moments across the floor and the other employees whom you communicate to.  
- Micromanagement: You’d be completely assured to rely on your great expertise, but you’re still expected & forced to comply.      
- Bad Management: 
    - More of an aggressive communication style between managers towards their and other team’s members. Lack of sincere acknowledgment & appreciation for the time and efforts put in. 
    - Easily replaceable for any task or work and/or get fired without any real & detail explanation.  
- Less Benefits & Perks and more restrictions: Seldom food & occasional snacks, discounted gym membership, little pantry area, internet connectivity problems & often severs down, limited access to online official documentation. And of course, no access to AMEX's doctor if you work as a contractor, even if feeling pain due to bug poked in your eye.

Comment to CEO
I don't think you'd read this from a personal experience with my managers. And I can assume how and where it is being tolerated. But know this - the organism that doesn't adapt dies off eventually (like me in this case from this job), but the whole company in the future because the new generation won't tolerate this type of work culture.

CCSG (Consumer card service group) targets individual customers in the U.S. markets. CCSG is responsible for developing, marketing and servicing all aspects of charge and lending card products of American Express in the United States. CCSG services are grouped according to customer status, i.e. existing card members, new card members, or card members eligible for an upgrade.  CCSG offers services to three financial streams namely: Credit Cards, Charge Cards and Partner Cards. OPEN Cards targets for Corporate/Business cards.
CCSG App Redesign DTW/UA: Redesign and integrate DTW Prescreened and Non Pre- Selected applications flows for CCSG card products. The appearance of the Re-designed UIs should be reflective of the AMEX brand image and should match the existing Redesign experience for CCSG prospect flow. Existing Microsite login pages, Decode pages, upsell pages will need to be integrated as part of Redesign. 
 CCSG App REDESIGN (App Transformation): The objective of this project is to provide a new user interface for prospect and already card member customers applying for the American Express Cards. Digitals, a third party team, will provide the UI and back end functionality is developed using spring web flow with struts integration. The technologies used for development are spring web flow struts Json and Ajax. This application will be hosted on the WAS 6 server.




My role is Senior Java Developer and Technical lead.
•	Involved in analysis, design and development, testing phases of application.
•	Interaction with client team to understand business requirements and develop the System design and involved in technical discussions, design reviews with Architects.
•	Involved actively in frequent calls with business to gather  requirements from the client and  analyze the technical feasibility
•	Worked on Struts ,Spring MVC and spring web flow framework to build web applications
•	Used different types of J2EE design patterns like Front Controller, MVC and DAO.
•	Developed the User Interface Screens for presentation using JSP, JSTL, HTML and Java Script.
•	Worked on complete life cycle, design, development and testing using OOA and OOD. 
•	Worked on HTML, CSS, JavaScript, Low level JQuery tasks handle the front end requirements.
•	User java design patterns like Singleton, Factory patterns
•	SOAP based web services and exposed  and also consumed the services
•	Used JUnit for Unit testing the application.
•	Deployed code on WAS servers using UNIX commands
•	Implemented Log4J for Logging Errors, debugging and tracking.
•	Delivered many successful projects which involved analyzing requirements from the client design the architecture and developing complex business logic 
•	Lead a team of 5 people to deliver projects which changed the entire architecture of all online American Express personal card application (prospect, card member and rsvp)
•	Actively involved in solving the production defects on priority bases.
•	Provided the post production support and actively responded to customer calls and emails.
•	Received client accolades and appreciations  on several occasions

Sadly, like most companies that hire for customer service, they get you pumped up at first. You get to hear about all the awesome benefits (not about the high deductibles just yet) and your pay is decent especially depending on where you live. You have awesome and excited fellow newbies training with you and a trainer who makes you feel amped up to do the job. All fun and games during training. Then you find out you have to make offers/sell. They don’t call it selling but it is and if you don’t offer enough and meet certain metrics then you don’t make it past training and it’s pushed heavily!
 After training- you’re taking back to back calls. Most are either quick payment and check balance calls or they’re unhappy customers calling about late fees they want you to waive or charges they want you to dispute and you can’t always please but they can still fill out a survey on you and even if their beef is at Amex and they comment on survey that you’re the best person in the world but they mark it all low thinking it hurts only Amex but it hurts your metrics and nothing you can do. You’ll be coached weekly and told all the right things to say by people who’ve worked there for for years and haven’t taken calls themselves in years. It’s easy to feel like something is wrong with you when you can’t find a way to get a customer who wanted to make a payment with the IVR but got booted to you to have some sort of “relevant” conversation so you can make that offer. (Be very peppy, confident, unafraid to ask questions and make conversation to succeed.)

 Things change constantly. Systems glitch often. Other departments are not helpful when you have to transfer and you usually get bounced around. The co workers in your department and team are usually awesome and supportive. The overall values at Amex are great. They are impressively inclusive and diverse which is amazing. There’s potential for really great work life balance but you have to be great with your metrics to choose those great schedules or else not so much. We don’t change schedules often. Maybe once a year if that unless they change that some day. So if you aren’t put off by sales and taking non stop calls and can ask your customer questions to make relevant offers (sales) then it might work for you. If you aren’t one who can easily keep a discussion going and ask questions about their work, spending, etc while also completing the tasks you need to do for the customer, then this job will be stressful. The numbers game isn’t as easy as you’d think unless you are really a fearless, talkative but not too talkative cause watch that handle time!, type that can ask the right questions and get people to say yes without using any tactics....then the numbers might fall into your lap and not be a worry in your mind. Also be ready to work Holidays. You do get holiday pay which is awesome and you have generous PTO/sick days but you have to watch for the holidays like a hawk because they don’t announce when they open those days to request them off and they fill fast so you’ll usually be working most all of them.  They do hook you up with nice equipment.

A typical day involved setting the mindset for my team in the morning, coaching my underperformers, empowering my over performers, supporting a buddy system for achieving both individual and team goals, monitoring and reporting on performance in leadership meetings.  Some days involved teambuilding and reset activities.  It was a very dynamic experience driving results from team members that underperformed under other leadership but performed for me.  I'm forever grateful for my teams loyalty.

I learned a lot about how employees of a global company maneuver for promotions and professional development.  Managers can't just be good at their jobs, succeeding with wide fanfare from peers and leaders alike.   If you work so hard, generate so much productivity and buzz around your work, that it makes some other ambitious people feel uncomfortable about your professional objectives, you will be met with explicit and discreet residence from those who resent your promotion despite their resistance.  The workplace is not a meritocracy.  None of this is new.   It's simply important to understand that getting promoted is a reward for understanding the culture, becoming a master of the culture and relationship building, not just performance on goals.

The department that I worked for was known for fun, above average compensation, diversity and dynamic pathways for professional development.  The same year I received the American Express Tribute Award, the department was credited with driving 25% of the companies gross revenues.  That's a reflection of leadership.  None of that is possible without great leadership.  I admired my initial Executive Director, two VPs, SVP and CEO.

My initial Executive Director sponsored me, enabling a team member development program that I created to be implemented and thrive.  I was never more loyal and driven to succeed and bring others with me.  There were so many ways to perform well in your role and take on projects which allowed personal and professional development.  The culture shifted in my last few months.  Because she believed in me, I was allowed to hit my performance numbers, dedicate time to corporate social responsibility and lead projects for employee resource groups.  All of this activity allowed me to meet leaders and peers across the enterprise, even internationally.  Sales can be very isolating if there isn't  a culture of empowering personal and professional development.  At that time, AMEX received high marks for empowerment.

The hardest part was not being supported when it truly mattered by my last direct leader for whom I working very hard, delivering team performance which supported his promotion.  It was a lesson in the culture that I'll never forget.

The most enjoyable part of working at American Express remains the people, its commitment to social responsibility, exposure to many cultures, access to top tier communication and sales tools and their commitment to employee engagement.  

Applied for this co 4 times over 5 years before getting hired. When I started in ‘16 the bonuses were tax bracket changing they were so good, and unlimited. The culture was AMAZING! It was like a party everyday! I almost never had to bring my lunch. And they catered really nice restaurants back then, not just pizza everyday. There was always some type cultural event or rally going on every month sometimes 2x’s/mo. Just about every week there was an executive hosting a workshop and they truly embraced you. These events were great opportunities to network and meet colleagues in different departments. Then they bought the new building in Scottsdale and everything stopped. Bonus caps went from unlimited potential to $1000, but only for the top 2-3 people. My department was small, about 30 people. Annual raises are no more. They essentially said since they laid off mangers, supervisors and directors in April 2020 we should just be greatful. That’s another thing if your department under performs they’ll just outsource it. So you should never be comfortable in your position. All of the Collections departments are a popularity contest. If you’re liked you’ll move up. But If you’re in the top 5%, have the most tenure, best customer surveys, but you mind your business be prepared to never move up.  I’ve seen 2 people still in training get promotions they don’t qualify for because the leads “think they’re cool”. What company allows you to apply for a new position while still in training for your current position!? American Express. The outsourced employees dump calls/blind transfer when they don’t know what to do and all off management and upper management knows, yet nothing is done. I worked the same exact schedule for 2.5yrs, had 4 different supervisors in that time, the place is too far from society. I begged for 2.5yrs for a schedule change due to major life events it became difficult to keep my schedule, and I was denied “for scheduling purposes” every time. While 4 other light people had their schedule changes approved in that time. Be prepared to be overworked and under paid while constantly being told to “see the brightside” Parking is a nightmare! If your shift starts after 8am you’re out of luck. I almost fainted in the parking lot while 6mo pregnant one Az summer walking from the back, the lot is like 1/2 a mile. The pregnancy spots were all taken. Thank goodness I made it inside just in time. Working from home they want you to have zero “unscheduled breaks” they essentially want you to take your headset/laptop in the bathroom with you, but can’t legally ask you to do that.  **upside, if you become a manager it’s all gravy from there. The management perks are AMAAAZING!**

I learned that if you truly excel at your current position, you will not be promoted. Mgt may put you thru mgt training, but you won't end up with a team. Instead, you'll be told you need experience in a different dept. Then you'll be stuck same as before.
The people that work side by side with you are awesome! It's the mgt that leaves a lot to be desired. They are automatons, spewing the same old dreck that upper mgt feeds them. Middle mgt knows that if they speak up for their employees and try to right the many wrongs done to the reps, they will either be demoted or out right fired. 
DO NOT believe the dollar amount you "could" make in any job posting for this company! What they don't tell you is that nice amount included bonus pay-outs for selling and or reaching certain metrics. These metrics are impossible to consistently reach. One bad month with low survey scores, and you lose that month's bonus along with the next two following months. It takes that long to dig yourself out of that hole, that is, if you're able to do so. So, with all your hard work, you will end up making the base minimum of the position. 
The survey system they utilize to rate their in-bound call center employees is archaic and faulty. You can and will get derogatory surveys that belong to another rep. Whether in your call center or a different part of the world. Doesn't matter. They will not remove the bad score from your numbers even though they can do so. This problem is getting people fired for low performance! They also won't remove poor survey scores for complaints that are completely out of your hands, even if you handle the call exactly the way they require. 
The center I worked at utilized a phone system that was about 20 yrs old. You have to log on to start your shift, log off and then on for breaks and lunch. Every phone shows a different time. You can set the timer on the phone to show you took just 15 min for your break,  but the antiquated system can show as much as  3 min difference on your phone but up to 7 min difference between your phone and your neighbor's! This, too, is getting good people fired for being "out of adherence". 
The company is moving more and more of their customer service to India and the Philippines. Even though those two countries have strict limitations on the types of accounts they can access, they are still getting those calls, then transferring them back to the USA. This results in very unhappy customers. 
Bottom line: if you are really desperate for a job, apply. Buy keep looking for a career elsewhere. You don't want to be the worst rep at any job, but at American Express, you definitely don't want to be the best either.

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