American Express Careers

Manager, Commercial Collections

Phoenix, Arizona
Customer Care Risk Management

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Job Description

The Global Collections team is responsible for driving collections on delinquent charge & lending cards. The team is responsible for partnering with outside agencies to ensure our partners are collecting effectively, in compliance with regulatory guidelines and operate under AXP’s blue box values.  This role will work in collaboration with our Global Collections team to manage our high balance corporate collection segment.

Role and Responsibilities:

Case reviews
  • Responsible for managing case reviews for high balance accounts
  • The role will also be global and be responsible to understand, collate and explain cases that are escalated for a case review from around the globe.
  • Manage the weekly case review forums and attend local forums where necessary
  • Responsible case selection of all eligible accounts for high balance review
  • Establish relationships with all the different business units across Global Credit & Fraud Network (GCFN), Risk & Information Management (RIM) and General Compliance Office (GCO) to gather all inputs and follow up on takeaways to ensure proper execution and documentation of actions
  • Be the point of contact for GCFN, RIM and GCO
  • Establish clear understanding of all sections of the case reviews to articulate and end to end view of the case if necessary
  • Provide updates to senior leaders
Strategy, process improvements and change management
  • Responsible for working on all commercial transformation activities globally within global collections, eg Plutus
  • Manage any change management related to the introduction of a new commercial product
  • Coordinate Commercial performance reviews globally for global collections
  • Actively partner with PMs to manage Commercial segments of the collections portfolio globally


  • Bachelor’s Degree in Business or other related field or experience in lieu of education
  • At least 3 years of experience in collections or commercial credit Strong background in Legal and Commercial Credit, Agency Management and/or Project Management
  • Develop insights from data with the ability to use a combination of intuition and facts in driving the business forward Strong thought leadership in portfolio analysis and operational processes. Able to incorporate both analytical and operational aspects into business thinking and solution
  • Ability to partner with the agency staff at all levels, peers and management in developing solutions and leading the implementation
  • Self-directed, passionate in driving business results
  • Proven ability to successfully multi-task
  • Strong communication and relationship skills to influence and maintain strong partnership with agencies
  • Advanced user of Microsoft Office (Excel, PowerPoint and Word)
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: 18016064
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 8, 2019, 6:23:59 PM
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