American Express Senior Client Development Manager reviews

no pick up and drop facility

A 'certain orientation' (that Glassdoor does not allow me to mention) and women make up an inappropriately huge percentage of the Amex workforce. Management blatantly supports feminism and people who commit acts of 'a certain orientation'. Amex likes to brag about their great customer service but in reality, they outsource to ridiculously incompetent call center reps, overwork their employees due to corporate greed, and coerce their employees to make cardmembers 'feel good' while rushing them off the phone at all costs, whether or not the info given to cardmembers is helpful, accurate or even true. The reality is that leadership doesn't listen to customers or employees and is extremely slow to recognize, respond to, or fix known issues. It takes years, literally, to fix even the smallest glitches. The money invested in new technology must be minuscule as we use ancient PCs and our work takes twice as long as it should due to PC loading issues, slow internet, constant server disconnects, etc., smh. Amex supposedly 'encourages new ideas', and on-the-job learning, but has an unspoken policy that it be done off the clock (e.g. compulsory trainings must be done, but no time is allowed off the phones to do them, etc.). Breaks/lunches have to be cut short in order to meet abusive ATS goals. There is extreme micro-management and pressure from above at all times. Low and mid-level management spend eons of time micro-managing and critiquing calls but zero time addressing blatant failed Amex processes, botched accounts, and cardmember situations which require personalized handling versus rulebook procedures. Endless bureaucracy and lip service followed by inaction and the status quo. A great example of the typical Amex 'solution' to an awful card product would be to change the color of the card and run some new ads versus improving the inferior product.