American Express

Issues credit cards and runs a payment network

Collections Specialist - Past Due

Retail & Commercial BankingPosted on Nov 13

Full-timePhoenix, AZ, USA

About the Job

Requirements

Deliver customer service while responding to customer inquiries and problems.
Use negotiation, probing, influencing, and resourcefulness skills.
Build customer relationships by offering tailored solutions and consultative assistance, resolving matters on first contact where possible, and negotiating positive outcomes for customers and American Express.
Make decisions based on risk assessment and customer profiles.
Obtain customer commitments to pay overdue accounts and enable continued use of their American Express cards.
Meet quality goals, comply with regulations, and meet productivity targets.
Handle inbound and outbound calls from consumer and small-business card members.
Document necessary information.
Adapt priorities to a changing environment.
Remain positive and resilient in difficult situations; demonstrate empathy while being assertive.
Work in a fast-paced environment, multitask, and reprioritize regularly.
Use interpersonal, communication, listening, verbal, and written communication skills.
Handle difficult conversations assertively.
Apply analytical and problem-solving skills with attention to detail.
Use organizational skills.
Navigate multiple systems and digital tools to service customers.
Be eligible to work in the United States; American Express will not pursue visa sponsorship for these positions.

Responsibilities

Respond to customer inquiries and problems while delivering customer service.
Build customer relationships by offering tailored solutions and consultative assistance, resolving matters on first contact where possible, and negotiating positive outcomes for customers and American Express.
Assess risk and customer profiles when making decisions.
Obtain customer commitments to pay overdue accounts and enable continued use of their American Express cards.
Handle inbound and outbound calls from consumer and small-business card members.
Document necessary information.
Navigate multiple systems and digital tools to service customers.

Desired Qualifications

Previous collections or outside-agency experience.
Spanish-language ability is a plus.

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.

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.

Preferred Qualifications:

Previous collections or outside agency experience preferred
Schedule: Business hours of operations are seven (7) days a week. Monday- Friday 8am 12-am EST, Saturday 8am-6:30pm EST, Sunday 10am-8:30pm EST
Shift differentials for nights and weekends are provided.
Candidates must be flexible as shifts will be provided during the training period.
This position will work in a hybrid model with a combination of in-office three days per week and two virtual workdays from home.
Location: 18850 N 56th St. Phoenix, AZ 85054 (Desert Ridge)
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Minimum Qualifications:

Deliver world-class customer service, whilst responding to Customers inquiries and problems
Excellent negotiation, probing, influencing and resourcefulness skills
Build meaningful relationships with our Customers by offering custom solutions, consultative assistance, and first contact resolution to negotiate a positive outcome for the Customer and American Express
Make decisions based on risk assessment and the Customer profile
Gain commitment from the customers to making payments on their overdue account and enabling them to spend on their American Express card
Meet and exceed quality goals, compliance regulations and productivity targets
Handling inbound and outbound calls from our consumer and small business card members
Document necessary information
Re-prioritize to adapt to the ever-changing environment
Demonstrate personal excellence by remaining positive and resilient in difficult situations
Able to demonstrate empathy whilst being assertive to achieve the required outcome
Display a passion to serve by delivering outstanding service in every interaction with our customers
The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
Strong interpersonal, communication and listening skills
Strong verbal and written communication skills
Assertiveness to handle difficult conversations
Analytical and problem-solving skills with strong attention to detail
Outstanding organizational skills
Bi-Lingual Spanish speaking a plus
Navigate multiple systems and digital tools to service our customers

Salary Range: $20 - $24 hourly + bonus + benefits

About the Company

American Express

Issues credit cards and runs a payment network

American Express issues credit and pay-in-full charge cards to consumers and businesses, and unlike most card issuers it also runs the payment network its cards use. Its Travelers Cheque, launched in 1891, made carrying money abroad safer, and in 1959 it became the first major issuer of plastic cards. Cardholders earn points toward flights and hotels plus perks such as airport lounges, while companies use its corporate cards for employee travel and expenses. American Express earns a fee from merchants on each purchase, plus annual fees and interest on balances cardholders carry. Henry Wells and William Fargo, who later started Wells Fargo, co-founded it in 1850 as a freight delivery business; it is based in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1850

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