Team Member Credit & Collect

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.

How will you make an impact in this role?

• The team is responsible for managing and resolving card members concerns who are unable to make payments due to an on-going hardship.
• Deliver world-class customer service, whilst responding to Customer 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.
• Ensure maximum recovery for missed payments on CM accounts through inbound telephone contact. Analyze risk on customer accounts, making sound decisions to ensure recovery while maintaining high Customer satisfaction levels via VIBES scores.
• Meet Key Metrics VIBES, ACM, Overall Dialer Contact Rate, Overall Dialer CPPH, and QMP.
• Shifts - 24X7, rotational week offs.
• This role may be subject to additional background verification checks.
• 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

• Graduate with 1-8 years of experience.
• Multi-skilled across card platforms/products is preferable.
• Ability to perform in Inbound driven collections environment with blended Inbound calls (Enrollment-Maintenance-Collect) would be an added advantage.
• Ability to multi-task such as making accurate decisions on accounts while typing and speaking on the calls.
• Should display a penchant for Result Orientation & Personal Accountability.
• Should possess sound Analytical, Decision Making and Problem-Solving Skills. Proficiency in MS Office - Excel, PowerPoint and Word preferred.

Preferred Qualifications

• Strong Team Player with high level of integrity.
• Strong Knowledge of American Express Products, Policies & Procedures.
• Change Management Ability & Self-Motivating skills.
• Demonstrated ability to work effectively within a team environment as well as independently.

Please connect on +91-9910568540 to discuss the opportunity further.