Senior Team Member - Credit & Collect

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Job Description

You Lead the Way. We’ve Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security and service.
Role Introduction
Function Description:
Global Commercial Credit (GCC) provides the World’s Best Commercial Credit and Underwriting Experience. Merchant Debit Balance Team aims to strike the right balance between helping merchants in need through a range of Pay-Plan options and taking actions to collect the most amount of money in as short amount of time as possible. In short, our primary focus is to protect and recover American Express' receivable assets, while delivering on our merchant commitment.
Purpose of the Role: Effective collection on Merchant Accounts and provide tailored Credit Solutions to Merchant partner. The course purpose is to collect maximum amount of Debit Balance in the least amount of time.
  • Ensure maximum recovery on merchant accounts through inbound/ outbound telephone contact in a timely and comprehensive manner to ensure merchant satisfaction with Inbound and Outbound calling.
  • Acknowledge Merchant’s vulnerabilities and recognize the reason for delinquency and indulge them in Negotiation while using a consultative approach to clearly communicate all available payment options.
  • Grow and nurture merchant relationships on every interaction that results in measurable Customer value.
  • Meet and endeavor to exceed metrics on collection effectiveness, compliance regulations and productivity as per goals.
  • Document necessary account information and offer custom solutions that benefit the Merchant.
  • Balance merchant interests with the interests of American Express.
  • Preparation of Monthly Ledger Recons and Journal Entries.
Critical Factors to Success:
  • Demonstrated dependability/self-motivating skills.
  • Demonstrated ability to work effectively within a team environment as well as independently
  • Strong Team Player with high level of integrity
  • Strong Knowledge to American Express Product, Policies & Procedures.
  • Change Management Ability & self-motivating skills

Minimum Qualifications

Past Experience:
  • Graduate or Post-Graduate from a recognized University can apply.
  • Prior work experience in collections preferred.
  • Proven analytical and problem-solving skills with a strong attention to detail.
  • Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment.
  • Ability to evaluate Merchant financial and account data to make sound business decision.
  • Analytical mind & attention to detail. Strong interpersonal, communication and listening skills. Excellent negotiation skills.
  • 1-3 years of relevant experience
  • Minimum Of G3L3 in the last end assessment
  • Should not be on any form of active counseling
  • Knowledge of Merchant debit balance portfolio will be added advantage
Functional Skills/Capabilities:
  • Strong Verbal & Written communication skills and listening skills.
  • Should possess Analytical, Decision Making and Problem-Solving Skills
Technical Skills/Capabilities:
  • Basic computer operating skills
  • Excel Knowledge is required
  Behavioral Skills/Capabilities
  • Ability to learn quickly and deliver with minimum guidance
  • Ability to handle sensitive conversations
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

ReqID: 21006572
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 1, 2021, 12:30:03 PM