American Express Careers

People Team Leader - Credit/Collection Operations

Phoenix, Arizona
Customer Care Operations

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Job Description

People Leaders in the Global Servicing Group work to service their people in a dynamic, ever changing environment.  This position will lead, coach and motivate a team of virtual home based collections specialist.  This is a critical role, as they are ambassadors of “the brand”. They inspire and motivate their team through coaching and development. They are responsible for looking for ways to make their best employee even more effective, to turn around poor performers and drive results in various key performance metrics. They act as change agents and are a critical resource for enabling and motivating their team to deliver extraordinary customer care, while consistently improving team results. They have the opportunity to excite our customers and deliver on the brand promise. Coach and develop a team of 10-15 front line credit/collections specialists that work to identify high risk account activity and minimize the potential loss to American Express through the gathering and analyzing of pertinent data. This position manages a team that handles inbound/outbound calls on accounts while maintaining a professional working relationship between the customer and American Express.
 
This leader is accountable to effectively drive results to raise the bar on key metrics. 

  • Accountable for floor management
  • Ensuring proper production levels 
  • Training and retaining employees 
  • Communicate the status of the business, progress against goals and ensure that direct reports are well informed about issues that affect them and their customers 
  • Provide call monitoring and real time feedback and resolution of escalated issues

This leader will ensure accuracy and quality of customer service through effective monitor techniques and workflow observance. Provide frequent feedback and direction to staff by assessing overall skills and readiness levels. Drive continuous improvement of the operation and manage change effectively to motivate and retain employees. This leader is accountable for effectively driving the following key metrics while maintaining or rehabilitating customer relationships in our interactions:
  • Key departmental metrics as defined by leader
  • Productivity
  • Quality and compliance
  • Decision Quality

Qualifications

  • Minimum 6 months recent leadership experience managing teams of 10-15 individuals, in call center environment
  • The successful applicant is results oriented, demonstrates enthusiasm, resilience under stress, and a will to win attitude
  • This individual must be customer oriented and willing to help people
  • They must have the ability to effectively communicate verbally as well as in writing
  • Be able to build strong relationships, drive continuous process improvement and handle multiple priorities
  • They need to be an analytical thinker, problem solver and decision maker
  • Candidate should show desire to take on additional tasks, and have flexibility in work assignments based on business needs
  • Effective coaching, training and development of others are required as well as having strong time management, organizational and follow through skills
  • PC skills required
  • Demonstrated strong analytical, problem solving and decision making skills
  • Demonstrated ability to effectively teach strong decision making skills ensuring protection of both shareholders and card members in a real time setting.
  • Demonstrated ability to work independently with minimal supervision and as part of a team effort with solid relationship skills
  • Proven ability to work with cross-functional teams
  • Effective oral/written communication skills with all levels of management
  • Understanding of applicable laws and regulations and the need to be compliant with internal or external guidelines and rules
  • Display highest level of integrity when dealing with customers/employees and processes
Must be flexible to work any shift during department’s hours of operation: 5 am-10 pm Monday through Friday.

 

“Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.”


ReqID: 18005247
Schedule (Full-Time/Part-Time): Full-time
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