Collections Specialist - American Express

Job Description

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

American Express’s mission is to be world’s most respected service brand. Global Credit Administration protects American Express' assets by minimizing credit and fraud losses at best-in-class levels. We utilize outstanding techniques, ensuring compliance with all regulatory requirements, and provide superior service to improve customer and shareholder value. We will accomplish this by having the most talented teams who are supported by best-in-class capabilities and processes.

Position Summary
As a Collections Associate you will be responsible for building relationships with our customers, whose account payments are overdue, assisting them with their situation and solving their problems to reach a positive conclusion for both American Express and our valued clients. This role will involve making outbound or inbound calls to our valued customers. The objective of the call is to gain the customers commitment to making payments on their overdue account and enabling them to spend on the card.
Key Deliverables
  • Risk analysis and review of customer accounts, recommending process improvements deemed necessary
  • Review the risk of accounts to assess whether to permit or stop further spend,
  • Compliance with privacy and consumer credit legislation
  • Adhering to American Express policy and procedures
  • Support the goal of providing value added service whilst simultaneously balancing service and control
  • Use sales techniques to promote spend and encourage customers to provide supporting financial information
  • Building rapport with the card members and actively listening to the issues that may have arisen,
  • Providing  solutions to the card members to help them bring their account into normal status,
  • Negotiation with card members to determine the best course of action and gaining agreement for both short and long term solutions,
  • Following up on any actions that are a result of the call and documenting all actions,
  • Resolve card members enquiries in a professional and business like manner and on a superior level to competitors to minimize loss provision,
  • Respond to card members enquiries in a manner, offering personalised service with a ‘can do’ attitude
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Minimum Qualifications


  • Bachelor’s degree, associate’s degree, college undergrads may apply
  • At least 2 years of Collections experience is required
  • Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a windows environment.
  • Strong interpersonal, communication and listening skills
  • Excellent negotiation skills 
  • Work From Home Requirements:
    • Must have at least 25 MBPS internet connection plan / speed
    • Must have a private & quiet area to work at home
    • Must be amenable to work in Taguig once community quarantine measures are lifted
To know more about our recruitment process, you may watch this short video –  What to Expect: Recruitment at American Express

ReqID: 20007840
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 2, 2020, 9:57:20 PM