Merchant Credit Specialist (Dayshift) - Collections Team

Job Description

Merchant Credit team is responsible for merchant debit balance recovery and providing premium service to American Express merchants located across the JAPA region. Candidates are required to maximize collection on merchant debit balance dues while providing excellent customer service to our valued Australia, New Zealand, Singapore and Hong Kong merchants. The responsibilities under this remit involves all related inquiries, account reconciliation, payment suspension, manual adjustment /debiting and handling clearance of merchant ledgers and the merchant insolvency process.

Roles & responsibilities:
  • Maximize merchant contact to establish right party contacts to drive/maximize collection ratio. Candidate is expected to utilize worldwide policies and procedures and strive to offer excellent customer service as well as providing first contact resolutions to our valued merchant.
  • Investigate held/suspended payments with merchant and other internal department for resolution. - Investigate dispute/chargeback cases and liaise with merchants/other internal department accordance to our standard policy.
  • Investigate and manage queries related to merchant ledger reconciliation.
  • Liaising with various internal departments such as Merchant Services, Dispute Team & GMS Risk partners.
  • This position reports to the Merchant Credit Team Leader.
  • Attend team meetings and supports AEM employee activities to maintain a positive and effective work environment
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.


  • Candidate with call centre and/or hospitality background Candidate with experience in any collection/risk/ service industry will be added advantage
  • Experience in servicing ANZ market is valuable
  • Good computer skills/familiarity of computer usage
  • Excellent customer service skills
  • Sound resolution skills
  • Excellent command of English, both verbal & written communication skills.
  • Additional languages such as Mandarin and/or Cantonese would be advantageous
  • Team player with growth mindset and positive thinking
  • Flexible to work on shifts hours as well as weekends & public holidays (when required).

ReqID: 19017418
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 19, 2019, 2:47:55 PM