Overall Reviews at American Express
Contract IT | Arizona | Jul 25, 2019
Not a fun place to contract
I worked at American Express Technologies as a direct employee (or "Colleague") for several years, left and then returned several years later as a contractor. By implication, a contractor is not considered of "Colleague" status. If you contract at American Express, you are a second-class citizen. Get used to it.
The working atmosphere is interesting. The ethnic mix is around 80% Indian, many, if not most, on H1B visas. Walking through the Desert Ridge or TRCN/TRCW offices, you could be in Hyderabad. One advantage is the office potlucks and lunchtimes will expose you to an interesting international food mix, which can be fun.
The office environment is horrible. They have implemented "Blue Work" in many offices meaning you don't get even get a cube. The office areas consist of open bays the size of a football field. Everyone sits at long tables outfitted with monitors, keyboards and mice, and a phone. You bring your laptop in and plug it into the monitor and do your thing. You clear your area of the table when you leave at night.
The "open and collaborative" environment means constant interruption. Teams are not supposed to hold meetings and conference calls in the open areas, but since huddle rooms are constantly occupied, it happens. But the good news is that Amex saves a ton of money on real estate and office equipment. Apparently the accountants have not found a way to quantify the cost of lost productivity.
Many people love working for American...more
Consultant | Georgia | May 28, 2019
American Express Culture
I’d worked for American Express as part of their Work at home program. They dazzle you with how great the job is but once you start training, it’s clear that the management does not support the colleagues. The management is rarely available to help but come down on your when they believed you didn’t handle something right. They give you lots of PTO yet actually getting it approved is nearly impossible. In fact, there’s a NO PTO allowed scenario happening now until the Fall. They encourage a very competitive environment and in fact they teach us to upsell products versus being honest about what their options are. To me, it’s a culture of dishonesty, lack of colleague appreciation, metrics that NOBODY can meet, programs that nobody can get to because the expectations are unattainable, and the management just doesn’t care. They all have egos the size of Europe! You’re to “ do your job as they see it” yet what they want is never clearly defined! Telling someone they’re wrong constantly is a HARD place to be. I’m considering leaving because I’m so stressed out, no job security, can’t use my benefits , and just a sense that you’re alone on an island with no hopes. No job should be this stressful! They pay well but should have counselors online because everyone I know at AMEX is to the point of having a nervous breakdown and the few who are happy are “drinking the koolaid.” There is NO life balance due to schedules and NO help.
ProsThe pay is good
ConsUnrealistic metrics, can’t use PTO, no life/ work balance, ridiculous schedules, upselling clients which equates to lying and no work security
Travel Consultant | Remote | Feb 1, 2019
Positive uplifting promises with NO reality of them happening
Metrics are largely unattainable. On a scale of 0-10- anything below a 9 is a detractor and takes away from your numbers. Those numbers are what your shift bids, vacation day requests and overall performance are measured by. If skitter agent touches your trip - and doesn’t do a good job and gets a 8: YOU ARE GIVEN A 8. It takes 3 surveys of 9&10’s to outweigh the one 8.
They talk a good game to get you onboard but I dread going to work! They simply don’t respect their colleagues by the way they treat us and how they handle it if we have an emergency or are out sick. ZERO EMPATHY! They don’t care why. They just have lofty expectations which are not attainable unless you have 20 years of experience. Things constantly change and disrupt your rhythm yet you are held accountable when they don’t train you well. Being 1 minutes EARLY to work is AGAINST YOU! That’s crazy!!
I would of asked for more pay if I’d known. Tech issues happen yet you are blamed nonetheless and expected to own your career BUT NOT ON THEIR DIME.
Trainers are amazing at first. Towards the end of training — they let you fall before helping you. Such a disappointment!
MOST of my peers feel the same. We all wanted to believe but the promises aren’t ever kept. So sad because our card members deserve more from American Express. I’d leave but I need the money
ProsVacation time, discounts, good benefits
ConsMetrics, management, expectations, unkept promises
Senior Travel Counselor | Cleveland, OH | Jan 27, 2019
The tools we are given to preform our duties are always not working so we have to constantly have to rebook, and tell our caller we are sorry our computers are slow.
Sr. level management do fuzzy math to sku the books for the investors. ie. add a hotel to a booking we did not book but the report counts as if we booked it.
There is not mid level leadership- its peer to peer - Most have been with the company a long time and are waiting to reach the age of retirement so they can leave- they flat out tell you to not come to them for help leaving you to figure it out on your own.
All Mondays and Fridays are blocked and not allowed to be taken off unless its in round 1 or 2 in PTO bid when you get a whole week off, or you call off the day of.
Instead of keep with supporting account specific they sr level management is combining teams and also flips a switch at any time putting you other accounts with no training only a 1 page plan.- again leaving you to figure it out by yourself. Eventually it will become 1 big call center and you take whatever call you get from any of our clients companies
pay raises are 1-2% - does not cover cost of living increase each year making less than the year before.
Also cut our hours from 40 to 37.5 per week promising to go back to 40 after labor day then not reinstating the 40 hours - always breaking promisies- no follow through. no bonus.
Proslots of PTO
ConsSee some listed below but there are many more
Travel Counselor | Remote | Jul 14, 2018
Metrics are ridiculous
American Express COULD be an amazing place to work if they changed their metrics to be reasonable and fair. You can be a top producer who is well liked by clients and still be reprimanded because you kept someone on hold too long. Or...your customer can love your service and then be transferred to another department in which their experience was negative and YOU take a hit for a bad survey when it was another agent they didnt like...its very unfair. There is no job security so even if you are doing a good job they can and will cut people at will so you are always walking on eggshells. Stress is greatly effected by the supervisor you have and there are many inconsistencies with policy. It would take so little for the company to revamp things to the satisfaction of employees for retention but no matter how many people make suggestions the company remains rigid; it's really a shame. The turnover is the highest I've ever seen in a large company in over 30 years in the travel industry...this SHOULD be something the company takes into consideration. The vacation benefits are VERY good but that is small compensation for extreme and unnecessary stress. I keep hoping for positive changes but it seems I only see the opposite. Disappointed to say the least
ConsUnreasonable demands and unattainable metrics
Customer Support Representative | Alabama | Dec 10, 2018
My Experience at American Express:
I overall enjoyed working for American Express. I had a few areas that I thought needed some attention. If American Express was sending out offers to Latino countries than I expected that they would speak to their customers in their language which was Spanish. The company I worked for we were not allowed to speak Spanish to their customers we had to speak to them in English which I felt many customers were not able to speak or understand English. Though American Express offered them cards that were Pre-Approved. Unfortuntaly I thought that was not conducive to business.
I spoke Spanish and could have assisted but the manager said if I did the several people that were call monitoring me would fire me if I spoke Spanish to assist their customers. I thought if we were there to assist these customers than we should be able to in English or Spanish so that they understood their agreements better.
Otherwise, working at the call center was nice. My goal was to excel in management but that didnt happen. I was able to find a better job within a few months. That was unfortunate because the call center had potential it could have flourished into soemthing really good if they had the right people in the right places. However, they shut down the call center last year.
Customer Service Representative | Phoenix, AZ | Jan 28, 2019
Excellent place to learn, grow, and be shown correct business practices
A typical day at Amex for me was listening to cardholder's concerns, anticipating their needs/wants and succinctly taking care of their needs and reminding them of the great benefits of the card(s) they had. I learned how to diffuse situations, quickly review and assess profiles/accounts, comprehend all the disclosures and teach the customer's how to get the most out of their cards in an easy to understand verbiage. The workplace culture was something that Amex leadership tried really hard to always improve and to meet everyone where they were. The leadership was empowered and they passed that empowerment down to their teams. The hardest part of the job were the angry customers who really just wanted to yell at someone or the customer's who did understand how their benefits worked and those who did not know how to use the internet. It was very difficult to try and teach the individuals who did not want to be taught. The most enjoyable part of the job was the pay check. :) I enjoyed seeing my bonuses from good surveys and it made always try to turn the phone call around.
Proslots of food and stuff do in the building or just across the street
Consno flexibility with breaks or lunches
Senior Manager | New York, NY | Feb 21, 2019
Good work culture, limited opportunities to advance for most people
Amex is known for its good culture, very different than most corporate companies that I've worked for. People are generally nice though it tends to be that passive-aggressive nice you get with some super A-type people.
The issue in the past 3 years since they reduced the workforce and then built some of it back again is that the culture has evolved to be more competitive, opportunities for those who get 'outperformed' reviews doesn't translate to promotions, and the pay continues to be less than other competitors by a significant %. Also, people leaders aren't developed and you're left on your own to develop your skills because no one has the time or interest to help you in professional development.
In the NYC office, favoritism is definitely the #1 reason most people get promoted, followed by performance, and then luck (right leader, right time, right projects). Unfortunately, many good managers have left in the past year and will continue to leave Amex because nothing is done to fix this.
ProsWork flexibility, good maternity and paternity benefits
ConsLack of advancement opps for strong performers, favoritism
Marketing Coordinator | Denver, CO | Dec 31, 2018
Independent Role gathering important information
A great company to work for with a brand name that speaks for itself. Each day I would set a goal of visiting at least 50-75 small business, selected days earlier from a company issued tablet device. Time spent on each stop varied, some were quick, while others took more time. A quick visit would already have proper POP placement of the AMEX logo on front door and on cash registers. Taking a picture of the Amex logo was sufficient for this type of marketing call. A lenghty visit would include waiting for a decesion maker, explaining the features and benefits of AMEX, build rapport, and execute propper POP placement concluding with a photo. Sometimes management struggled delivering important job tasks from corporate decision makers to the team in a timely manner. Our team was filled with great people! Each month we would get together for a night out, and time spent with the team was great in boosting everyone's morale. Working for Amex was rewarding, and a great learning experience in the marketing field!
ProsIndependence, and freedom to make business decesions.
ConsWear and tear on automobile
Compliance Officer | Salt Lake City, UT | Mar 16, 2019
Great work/life benefits, advancement is difficult
I have been working at American Express for over 10 years, and there are some things that I really like and some that I really don't. The Vacation policy is very generous. I currently have 33 days of vacation each year plus 6 sick days. Leaders are generally flexible with family care and most teams allow some amount of remote work each week.
Negatives are the benefits, specifically health care. The insurance is average at best with a couple of high deductible plans to choose from with fairly high monthly premiums. Another negative is the pay. As with most corporate jobs, once you are in the door your raises are pretty limited, even for promotions. They publish pay ranges internally but don't always pay within the pay range for a given job. I received a promotion and they capped my raise about $15K below the base of the pay range. Once you get behind, the only thing to do is to get experience and then leave. Many people leave and then come back a couple of years later for that reason. Additionally, there are almost no career tracks, so advancement is often difficult and very competitive.