American Express Careers

Collections Specialist (English & Chinese) - Night Shift up to 1am

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

The Collections Specialist position is responsible for providing operational support those results in optimizing the Collection performance of the Cancelled Collections portfolios. The required support is provided to external vendors and internal business partners. The position is required to complete tasks, timely and accurately which ensure compliance with internal policies and procedures. Completion of the tasks will also ensure compliance to external requirements, such as Sarbanes Oxley and local laws. 

Principal Responsibilities: 
  • Responsible for handling first call resolution and closure of predominately external agency and some card member enquiries received through voice, email and written correspondence, with the objective to resolve service related items and the correct actioning of card member accounts. 
  • Meet all required market compliance training to accurately service incoming calls from external agency and card member from respective markets (United Kingdom, Singapore, Hong Kong and Taiwan). 
  • Handle over the phone complaints and direct complainants to correct channel should complainants wish to escalate.
  • Investigate and action card member disputes and provide feedback and/or outcome to requesting party. 
  • Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email. 
  • Update financial adjustments within designated timeframes to the correct ledgers. 
  • Prepare and send Direct Debit, Paid in Full, Settled in Full & Default correspondence to card members as required. 
  • Understand and comply with all Sarbanes Oxley testing requirements; for example work list penetration timeliness, accelerated write accuracy and timeliness and agency invoice payment processing requirements. 
  • Achieve an accuracy score of 96% or greater through the Quality Assurance assessment process each month. 
  • Upon request, action other collections related tasks and projects as and when required. 
Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

You will be rewarded with:
  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services.    
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.    
  • Competitive Salary – Get paid what you’re worth.    
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.    
American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 8 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:
Best of the best Contact Center of the Year (Gold)
Best In House Contact Center (Gold)
Best Recruitment & Retention Programme (Gold)
Best In-house Inbound Contact Centre Under 100 Seats (Gold)
Best Contact Centre Professional (Gold)
Best Contact Centre Manager (Gold)
Best Contact Centre Telemarketer (Gold)
Join us and you’ll soon see why.


  • Proficiency in Microsoft Excel. Excellent skill in pivot table, VLOOKUP and macro would be an advantageous.
  • Strong analytical skills with attention to accuracy and detail.
  • Able to make sound decisions effectively and promptly with minimum supervision.
  • Good self-discipline, able to work to deadlines and handle multiple tasks.
  • Ability to work across multiple cultures and commercial environments. 
  • Good interpersonal skills, mature and patience in handling difficult situations.
  • Strong team player.
  • Excellent communication skills in English and Chinese both verbal and written. 
  • Willing to work from Monday-Friday and Malaysia PH, from 4pm-1am/ 3pm-12am.
  • Entitled for travel & shift allowances - RM780 & language allowances - RM500/ RM750

ReqID: 19014975
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 8, 2019, 3:11:42 AM