Collections Specialist (Past Due)

American Express•Phoenix, AZ

21h•Hybrid

About The Position

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. Meaningful, rewarding work performed with integrity. Every one of our Credit Representatives represent the American Express brand. They take work seriously because they are more than just a voice on the phone, they’re problem solvers and relationship builders. The people you will work with, and the Customers you will care for, value your passion and unique personality as much as we do.

Requirements

Excellent negotiation, probing, influencing and resourcefulness skills
Strong interpersonal, communication and listening skills
Strong verbal and written communication skills
Assertiveness to handle difficult conversations
Analytical and problem-solving skills with strong attention to detail
Outstanding organizational skills
Bi-Lingual Spanish speaking a plus

Nice To Haves

Previous collections or outside agency experience preferred

Responsibilities

Deliver world-class customer service, whilst responding to Customers inquiries and problems
Build meaningful relationships with our Customers by offering custom solutions, consultative assistance, and first contact resolution to negotiate a positive outcome for the Customer and American Express
Make decisions based on risk assessment and the Customer profile
Gain commitment from the customers to making payments on their overdue account and enabling them to spend on their American Express card
Meet and exceed quality goals, compliance regulations and productivity targets
Handling inbound and outbound calls from our consumer and small business card members
Document necessary information
Re-prioritize to adapt to the ever-changing environment
Demonstrate personal excellence by remaining positive and resilient in difficult situations
Able to demonstrate empathy whilst being assertive to achieve the required outcome
Display a passion to serve by delivering outstanding service in every interaction with our customers
The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
Navigate multiple systems and digital tools to service our customers

Benefits

Competitive base salaries
Bonus incentives
6%25 Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities