Collections Specialist; Future Hiring Opportunities
About the position At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. Global Credit is a global and diverse organization that plays a critical role in protecting the company and enabling growth. Our department is fundamental for the company and is responsible for supporting our customers in managing their accounts. We also aim to achieve the right balance between enabling spend and taking actions to recover balances as well as limit exposure for American Express. Meaningful, rewarding work performed with integrity. Every one of our Credit Representatives represent the American Express brand. They take work seriously because they are more than just a voice on the phone, they're problem solvers and relationship builders. The people you will work with, and the Customers you will care for, value your passion and unique personality as much as we do. Responsibilities • Consistently deliver extraordinary service on inbound and/or outbound customer calls to review and monitor accounts in a fast-paced, structured, customer care environment. • Consult with Card Members to understand intent for card usage as well as reinforcing the relationship by setting the proper expectations for possible credit concerns. • Analyse and make decisions based on risk assessment of the Customer profile to uncover the root cause of their concern, while using negotiation skills to execute on the agreed solution • Develop key consulting skills, including building a human connection with customers through care and empathy, understanding customer needs, handling objections and providing tailored solutions for different situations. • Maintain high level of integrity to work with customer information and meet compliance requirements. • Meet and exceed performance goals that include customer satisfaction, consultation, call handling time, schedule adherence and compliance regulations. Requirements • Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy. • Natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member's communication style. • Resilience is needed to efficiently manage a steady stream of diverse customer calls, while balancing performance to meet a variety of metrics. • Passion for consultative support, recommending products or solutions tailored to each Card Member. • A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact. • Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive. • A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations. • Flexibility to work anytime between 8:00am-12:00pm (midnight), including weekends • Hybrid Environment - This position will work in a hybrid model with a combination of in-office three days per week and two virtual workdays from home. • Candidates must be flexible as shifts will be provided during the training period. Nice-to-haves • Minimum six months customer service or consultative support experience preferred, ideally in a contact center environment. Benefits • Competitive base salaries • Bonus incentives • 6% Company Match on retirement savings plan • Free financial coaching and financial well-being support • Comprehensive medical, dental, vision, life insurance, and disability benefits • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need • 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) • Free and confidential counseling support through our Healthy Minds program • Career development and training opportunities Apply tot his job