Collection Specialist

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Job Description

This is a Band 28 requisition.

 

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.

 

JOB DESCRIPTION:

 
1.Function Description: 
  • Analyze risk on customer accounts, making sound decisions to ensure recovery while maintaining high customer satisfaction levels via Customer Experience scores.


2.Purpose of the Role: 

  • Ensure maximum recovery on CM accounts through inbound/ outbound telephone contact. 


3.Responsibilities: 

  • Meet metrics on VoCM, Quality, Contact Rate and Collection.
  • Ensure maximum recovery on accounts through inbound/ outbound telephone contact in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calling.

Minimum Qualifications

1. Critical Factors to Success:
  • Ensure maximum recovery on accounts through inbound/ outbound telephone contact in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calling.
  • Ability to have a good conversation with Customers to drive performance on effective Collections & Customer Service


2. Past Experience: 

  • 0-3 Years’ experience in Collections & Customer Servicing.
  • Experience in 24x7 work setup is required 


3. Academic Background: 

  • Graduate or Post-Graduate from a recognized University can apply.


4. Functional Skills/Capabilities: 

  • Proven analytical and problem-solving skills with a strong attention to detail.
  • Ability to evaluate card members financial and account data to make sound business decision


5.Technical Skills/Capabilities: 

  • Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment.
  • Ability to analyze and interpret data in a systematic meaningful manner


6.Knowledge of Platforms: 

  • Candidates with prior experience on platforms such as Triumph / Legacy screens would be preferred


7. Behavioral Skills/Capabilities

  • Strong interpersonal, communication and listening skills. Excellent negotiation skills.
  • Demonstrated consultative experience, ability to influence, resourceful.
  • Quick thinking ability to look for solutions for card members is a plus.

ReqID: 20005104
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 29, 2020, 12:51:01 AM