Where do I start? The company is obsessed with its image, sacrificing quality for quantity and "brand". They are very top heavy, there are so many managers there, it's no wonder they are so slow to act and react to customer needs. They have a holier than though attitude. Being good at politics at Amex, is more important than your skills or contributions. Their systems are out of date, slow, complicated, patched, and their rates essentially pick on the little guys. Phone reps are so micromanaged, you feel as though you're in the 1984 novel. Everything is monitored, watched, scrutinized, and criticized. Your tone, your phrases, your language, your dress, everything will be up for review, and they always have an "opportunity", for you to "improve" even if you're doing a fantastic job.
If you care about merchants, customers, consumers, and workers, I strongly advise that you do not use American Express. Do not work there, do not get their card. Yes their benefits are great, but they treat their employees badly on many other levels. Most of the people I worked with were very stressed out by this job. The calls do not stop, there is practically no down time, the metrics are almost completely random, and you will be lucky to see any bonus at all, ever, doing what I did. (Merchant Services Customer Care Professional). I know there are employees who are lucky enough to have good managers at Amex. I, unfortunately, ran into ambitious politically minded people who turned on me as soon as I voiced legitimate concerns they were unwilling or unable to do anything about.
I could write a novel about all the things that make no sense there. Stay away from entry-level positions in Merchant Services, they will woo you with their flashiness, and grind you to the ground with their hypocrisy.
