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: 
American Express’ Research and Recovery Specialist is responsible for providing a seamless Customer Experience through Inbound and Outbound calls on cancelled reserve accounts for consumer Personal and Small Business accounts. 

2. Purpose of the Role: 
• Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction. 
• Deliver to the Employees, Customer and Shareholder metrics as per goals. 
• This position requires extensive research on various tools and servicing card member queries by reviewing procedures meeting the set regulatory requirements
• Adherence to quality and compliance guidelines.

3. Responsibilities: 
• This role will require detailed research work to provide accurate information to the card members and other authorized third parties
• Take ownership of solving the complex servicing issues and communicating the outcome to Card Members and other authorized third parties
• Require strong adherence to compliance as per the regulatory requirements
• Ability to work effectively and cooperatively collaborating with cross functional teams within Credit and across AXP as well as outside agencies
• Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations 
• Positive attitude and ability to work in flexible schedules as per business need
• Attention to detail and strong organizational skills
• Relevant Value Generation conversations are expected on all appropriate call type.

Minimum Qualifications

4. Critical Factors to Success: 
• This role will require detailed research work to provide accurate information to the card members and other authorized third parties
• Strong verbal and written communication skills 
• Ability to work effectively and cooperatively collaborating with cross functional teams within Credit and across AXP as well as outside agencies
• Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations 
• Positive attitude and ability to work in flexible schedules as per business need
• Attention to detail and strong organizational skills
• Relevant Value Generation conversations are expected on all appropriate call type
• Ability to work effectively and cooperatively collaborating with cross functional teams within Credit and across AXP as well as outside agencies.


5. Past Experience:
• The incumbent should be tenured for a minimum of 12 months in the current role as on the date of application deadline. 
• Strong knowledge of Credit and Collections or Credit Specialty functions
• Basic proficiency in MS Office tools 
• The incumbent should have a performance rating of G3L3 or better in the last review.

6. Academic Background:  Graduate

7. Functional Skills/Capabilities: 
Strong knowledge of Credit and Collections or Credit Specialty functions

8. Technical Skills/Capabilities
Basic proficiency in MS Office tools 

9. Knowledge of Platforms: CSP, RMS, Green Screens

10. Behavioral Skills/Capabilities 
The incumbent should not be on active counseling at the time of applying. 



ReqID: 20005951
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jul 29, 2020, 2:32:26 AM