American Express Careers

Bilingual Team Leader, Credit And Collections (French/English)

Toronto, Canada
Customer Care Operations

Job Description

American Express has been in existence for 160 years servicing its customers with integrity, trust, security, and quality. Today, these attributes still form the foundation of our American Express brand. American Express employees are engaged and have a passion for their work. Our continued success is solely dependent on the talent that we attract to our organization, and the response that our people make to an ever-changing environment. Every new member of our Global Servicing Network - Credit team has the opportunity to become a participant and not an observer, and by using your unique skills and background you can help us deliver superior products and services to our shareholders, customers and employees.
Our Credit & Collection Leaders know that helping customers is the heart of our business which means providing excellent customer service, while enabling spend and collecting on past due accounts.
The Primary objective of this role is to:
  • Assist and lead team in making sound credit decisions that drive revenue and growth while mitigating risk
  • Lead specialists to collect on Past Due Accounts
  • Ensure we deliver on our Brand Promise by deliver high levels of customer service that build customer loyalty.
  • Deliver on Goals and Objectives, by actively developing their team through regular coaching and training sessions as well as demonstrating and modeling behaviors that provide premium value to the customer.
  • Build a highly skilled team through identification and recruitment of high-potential, new employees and the implementation of a continuous skills improvement program for existing employees.
  • Responsible for anticipating and dealing with resource issues to ensure service standards are met or exceeded on a daily basis, and they ensure that individual and team performance is in line with business goals.
  • Identify opportunities to drive innovation, change and challenge the status quo.
  • Support regulatory and compliance requirements


  • Bilingual (French / English)
  • Demonstrated ability to coach to behaviours that drive results
  • Develop winning strategies that ensure we exceed objectives
  • A strong customer focus with the ability to have detailed and intelligent financial discussions with Card Members 
  • Excellent communications and negotiation skills
  • Proven Analytical and decision making skill
  • Able to demonstrate sensitivity and compassion in a difficult situation
  • Strong Interpersonal skills with proven ability to build effective relationships at all levels
  • Demonstrated resiliency in a fast paced, metrics driven environment
  • Extremely adaptable in a changing environment and flexible with schedules
  • Able to deliver Strong Quality Monitor and Compliance performance
  • A good knowledge of credit and collections
  • Must be flexible with schedules and adaptable to constant change
Our current hour of operations are M-F 8am to 9pm and Sat 9am-5pm

ReqID: 19013236
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jul 11, 2019, 11:58:03 PM