When our customers thrive, so do we. That’s why we aim to provide the best customer experience every day, and it’s at the heart of how we deliver service for Card Members, merchants and business partners across Australia and New Zealand.
It’s also why we continuously look for ways to support their broader wellbeing, whether through responsible lending, customer education or support when times get tough.
By choosing our products or services, individual and business customers are trusting us with their finances, livelihoods and wellbeing. We take that trust seriously and do what’s right even – especially – when no one’s watching.
Along with adhering to the highest standards of ethics and regulatory compliance, we put extra care into making sure our products and recommendations are right for customers and their circumstances. Through a variety of training programs, we support colleagues to understand our industry obligations and to make better recommendations for customers. We always strive to empower customers with clear, straightforward information and resources, including online tools like ‘Help Me Choose.’
Life can change in an instant. When it does, our financial assistance programs support customers through tough times. They are designed to help those affected by crises, like natural disasters or a pandemic, without the need to provide evidence, which can be a time-consuming burden when someone’s already dealing with a crisis.
We’ve also created a formal policy framework for supporting vulnerable customers. This involves ongoing training and resources for our customer-facing colleagues, covering areas like how to identify possible signs of hardship and what to do when communicating with customers who are experiencing issues like abuse, mental illness or the loss of a loved one.
We’re constantly providing tangible value to the customers and businesses who trust us, and devote thousands of hours to customer service coaching each year to ensure we’re continuing to meet our customers’ needs.
From some of Australia and New Zealand’s biggest businesses to the small businesses and merchants who welcome American Express Cards, we deliver a range of services, tools and campaigns that help keep businesses running and customers happy. We’re proud to have earned awards from different industry experts and organisations recognising our service and value.
Customer needs aren’t static. They change alongside evolving priorities, norms and technology. We pride ourselves on constantly reinventing our customer services and experiences. To do that, we learn from data across both sides of a transaction and request feedback from our customers, helping us identify any areas we can improve.
Our focus on innovation has made us one of the first to bring many new digital payments products and technologies to Australia and New Zealand. We’ve also introduced payment innovations like incorporating American Express into transport payment, offering Virtual Account Numbers and designing various digital or mobile-first approaches.
Our Code of Conduct helps guide our colleagues wherever they are, laying out how everyone is expected to behave. Understanding and adhering by our Code of Conduct is a condition of employment at American Express. This mandatory training helps colleagues understand the regulations and rules that protect customers, as well as how to always keep customer needs first.
It also encourages colleagues to speak up if they see behaviour that doesn’t match our values or standards.
The COVID-19 pandemic has had an impact on all our lives in one way or another – whether professional, financial, social or medical. We know it's impossible to plan for the unexpected, so our 12-month Financial Relief Program provides a safety net for Card Members experiencing hardship.
When one of our customer service professionals received a distressed call from a Card Member in hospital with COVID-19, he worked with the customer to develop a suitable repayment plan. The Card Member had fallen behind on his credit card repayments and had mounting medical bills due to his treatment, leaving him anxious about how he could even afford his daily essentials.
Through the Financial Relief Program, our colleague managed to reduce the customer’s payments down to just 1% of the closing balance, allowing him to prioritise his health and alleviate the stress of having to get his finances in order.