American Express Careers

Tm Credit & Collection

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 28 requisition.

 

JOB OVERVIEW:

  • The position is primarily responsible for managing first contact resolution with our cardholders who are delinquent and for the collecting/repayment of overdue payments and to manage cardholders ongoing spend expectations.
  • To carry out these contacts with the highest levels of professionalism & service that maintains the brand whilst protecting shareholder losses.
  • Negotiation for the collection of overdue payments
  • Understanding customers financial arrangements and requirements
  • Managing the collecting of overdue balances
  • Handling calls within the guidelines of the Credit Management Operating System
  • Securing repayment of overdue funds (preferably via ePay) and avoid potential losses/write-offs
  • Resolving and preventing future delinquencies by educating customers on relevant & /or specific card features.
  • Maintaining the brand proposition and customer loyalty
  • Handling calls within the expectations of Credit Management customer satisfaction measures.

Qualifications

QUALIFICATION:

  • Able to use negotiation and relationship management skills to provide win-win outcomes.
  • Ability to use judgmental decision making to drive customer loyalty and growth for the business.
  • Ability to listen and acknowledge customer concerns and create solutions
  • Understanding  of credit card financial principles
  • Experience with UK calling process is preferred
  • Comfortable managing multiple credit system platforms.
  • Ability to learn a wide variety of technical and business skills
  • Excellent interpersonal skills; communication (verbal & written)
  • Quick Thinking Ability
  • Flexible to work in a 24/7 shift environment Including Saturday & Sunday working
  • Previous Call Centre experience desirable but not essential.
  • Credit/Collections experience is desirable but not essential.
  • Experience of handling financial difficulties or vulnerable customers in the past is a +

ReqID: 18002059
Schedule (Full-Time/Part-Time): Full-time
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