American Express – Itasca, IL
We have immediate opportunities for Fraud Analysts excited about joining a fast-paced, team environment and helping our clients prevent fraudulent… American Express
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I worked at American ExpressDoesn't RecommendNegative OutlookApproves of CEODoesn't RecommendNegative OutlookApproves of CEO
Better pay than many travel agent salaries. There are advantages of working from home.
I had to deal with dated software requiring multiple reboots and calls to tech team in attempts to resolve issues. Corrupt files caused many crashes and freezes. Multiple booking portals are required to keep open during the shift and if one crashes it can impact other systems causing significant frustration. Management without any travel sales experience. American Express is primarily a bank card with travel services taking a back seat. Cardmembers constantly complain about the website and the delays in booking by phone. Requires constant follow up with many departments to verify ticketing and for travel changes - often after hours. Agents get stuck with negative cardmember reviews for complaints over which they have no control.
Advice to Management
Hire managers with experience in Travel. Update the booking software in order to compete with Orbitz, Capital One, Expedia, Kayak, etc. Require managers to interpret the Refer to Friend statistics with control to override negative reviews that reduce pay and incentives.