Collections Specialist (Past Due)
American Express is a well-established company with a strong culture of innovation and commitment to customer service. They are seeking a Collections Specialist to deliver exceptional customer service, negotiate payment solutions, and build relationships with customers to resolve overdue accounts.
Responsibilities
- 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
Skills
- 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
- Previous collections or outside agency experience preferred
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
Company Overview