American Express Remote Jobs: Virtual Customer Care Professional (VCCP)

What this role is and who it serves

The Virtual Customer Care Professional (VCCP) at American Express is a fully remote, front-line role focused on resolving cardmember inquiries with speed, accuracy, and a premium service style. You will handle a high volume of inbound calls and secure chats covering topics like new account setup, billing questions, fraud alerts, disputes, credit line reviews, and rewards redemption. Certain teams specialize (e.g., fraud, travel, small business), but cross-training is common so you can meet demand spikes throughout the year (tax season, holidays, travel peaks).

American Express serves more than 133 million cards globally as of year-end 2023, and U.S. customer service operates 24/7/365. That translates to coverage needs across mornings, evenings, overnights, weekends, and holidays. The VCCP role emphasizes first contact resolution, secure handling of sensitive data (PCI-DSS compliance), and high empathy—especially when cardmembers are traveling, resolving fraud, or managing financial hardship.

Compensation, schedules, and benefits

As reflected in U.S. job postings from 2024–2025, base pay for Customer Care Professional roles commonly falls in the $20–$28 per hour range, with exact figures varying by location due to cost-of-living and transparency laws (for example, roles posted in California, New York City, Washington, and Colorado may show higher or wider ranges). Many postings include performance-based incentives tied to quality, productivity, and customer satisfaction; these can materially increase monthly earnings for top performers. Always review the specific requisition for the current range and bonus eligibility.

Schedules are assigned to ensure 24/7 coverage, typically across 8–10 hour shifts with paid breaks, and may include two consecutive days off that are not necessarily on weekends. Expect a rotating schedule and quarterly or semiannual shift-bidding based on performance and tenure. Full-time roles commonly include medical, dental, and vision coverage, paid time off, 401(k) participation with company match, and wellness benefits; eligibility and plan details are provided during the offer process and in onboarding materials.

Eligibility and technical setup

VCCP roles are remote but not universally open in every state or country. American Express hires in jurisdictions where it is registered as an employer and able to provide compliant payroll, benefits, and equipment logistics. Each posting lists eligible hiring locations; candidates must reside and work from those locations. A background check (and, for some teams, a credit check consistent with local law) is part of the hiring process because the position handles sensitive financial data.

• Internet: Typically a minimum of 25 Mbps download and 5 Mbps upload, hardwired via Ethernet (Wi‑Fi alone is often not permitted for production).
• Workspace: A private, quiet room with a door; no speakerphones or smart assistants; compliance with PCI-DSS (no recording devices or paper notes with card data).
• Power and ergonomics: Surge protector/UPS strongly encouraged; standard desk and chair; dual monitors may be provided or required depending on team.
• Equipment: American Express commonly provides secure, company-managed devices and headsets for production use; confirm details in the specific job posting.
• Phone: Calls are handled via company software/telephony; a dedicated mobile or landline for multi-factor authentication may be required.

Application process and timeline

Start at the official careers site: https://www.americanexpress.com/en-us/careers/ (U.S.) or the global portal at https://www.americanexpress.com/careers. Search for “Virtual Customer Care Professional,” “Customer Care Professional,” or “Customer Care (Remote).” Each requisition shows location eligibility, pay range (when legally required), shift expectations, and whether the role supports general servicing or a specialty queue (fraud, travel, commercial, or collections). Apply with a targeted resume that quantifies call center KPIs (AHT, QA, CSAT, FCR, adherence) and any PCI or banking experience.

The process typically includes: an online application and behavioral assessment, a recruiter screen (20–30 minutes), a panel or two with hiring and operations leaders (45–60 minutes each), and a final decision. From application to offer, 2–6 weeks is common, depending on class start dates and background checks. Paid virtual training often runs 6–10 weeks with 100% attendance required; live production nesting follows for 2–4 weeks with elevated support from coaches and quality analysts.

Performance metrics and work environment

Day-to-day performance is measured across quality, efficiency, and customer outcomes. Typical contact-center targets include schedule adherence ≥90%, quality assurance scores ≥90%, and customer satisfaction (CSAT or NPS-aligned measures) in the top quartile for the line of business. Average handle time (AHT) varies by queue; complex fraud or travel calls can run longer without penalty if the resolution and compliance outcomes are strong. First contact resolution (FCR) and transfer rate are monitored to ensure you’re solving the customer’s need end-to-end.

Work cadence blends autonomy with support. You’ll use secure internal tools to authenticate customers, view account details, place temporary controls on cards, escalate disputes, and process adjustments within policy. Supervisors conduct weekly 1:1s, and quality analysts calibrate calls with you at least monthly. Expect frequent compliance refreshers and product updates, especially around rewards terms, dispute timelines under Regulation Z, and identity verification standards.

Career growth and practical tips

Successful VCCPs often advance into senior care specialist, team coach, fraud investigations, workforce management, or training roles within 12–24 months. American Express is known for internal mobility; posting internally and leveraging manager endorsements can accelerate lateral moves into operations, risk, or small business servicing. Document quantifiable results—e.g., “Maintained QA ≥95% for 4 consecutive quarters” or “Reduced repeat contacts by 18%”—and include them in internal applications.

• During training: Take meticulous notes on authentication flows and exception handling; 80% of escalations stem from gaps here.
• On the job: Lead with empathy, summarize next steps, and set clear expectations (e.g., “Provisional credit within 10 business days”). This boosts CSAT and reduces repeats.
• For metrics: Use wrap time to update case notes in templates; target 30–60 seconds of ACW to stay within adherence.
• For growth: Volunteer for pilot queues or new tool rollouts; these projects are highly visible and often precede promotions.

Where to find and verify current openings

Only apply via official channels. Use the American Express careers site at https://www.americanexpress.com/en-us/careers/ (or your country’s careers page) and filter for “Remote” and “Customer Care.” Beware of unsolicited messages requesting personal information or fees—American Express does not charge candidates to apply and conducts interviews through official communications only.

Corporate headquarters: American Express Company, 200 Vesey Street, New York, NY 10285, USA. For accessibility or accommodations during the hiring process, refer to the guidance linked from each job posting on the careers site. Keep job IDs, requisition numbers, and confirmation emails for your records, and monitor your candidate portal for updates on assessments, interviews, and start dates.

Is it hard to get hired at Amex?

Is it hard to get hired at American Express? Glassdoor users rated their interview experience at American Express as 61.8% positive with a difficulty rating score of 2.94 out of 5 (where 5 is the highest level of difficulty).

Can you work remotely for American Express?

American Express, a leader in financial services, offers a variety of remote positions that cater to diverse skill sets. Whether you’re a seasoned professional or just starting your career, Amex’s commitment to flexibility and employee well-being makes it a top choice for remote opportunities.

How much does American Express pay from home?

The average HOME BASED SERVICE Customer Care Professional base salary at American Express is $22 per hour.

How much do American Express virtual assistants make?

The average Virtual Assistant base salary at American Express is $50K per year.