TM Credit & Collect-T2-II

This role involves contacting clients with overdue accounts to secure settlements and performing preventive work to mitigate future overdues for high-exposure accounts. Key responsibilities include delivering superior customer experience, resolving card member queries, and adhering to established call conversation models and compliance guidelines. The ideal candidate will demonstrate strong communication, interpersonal, listening, analytical, and problem-solving skills, along with the ability to work effectively both independently and within a team.

Must Have

• Contact clients for overdue accounts and secure settlements.
• Perform preventive work for high-exposure accounts.
• Provide superior customer experience.
• Resolve card member queries.
• Adhere to quality and compliance guidelines.
• Excellent verbal communication.
• Strong problem-solving and analytical skills.
• Ability to work effectively in a team and independently.
• Minimum 1 year in collections/customer service.
• Workable knowledge of MS Office applications.

Perks & Benefits

• Competitive base salary
• Bonus incentives
• Support for financial well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

Work Location Options:

Hybrid

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?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure

Key Roles & Responsibilities:

• Provide Superior Customer Experience to Card Members who use American Express for several exclusive benefits and services
• We collect and indulge in enabling spend to maximize spending by identifying the Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Card member while being compliant with the laid guidelines
• Resolve all Card members Queries and Follow Established Call Conversation model as Appropriate
• Provide alternatives and apply Superior Service No, Call Handling Skills To Ensure Best Possible Solutions and FCR to Card Members
• Adherence to Quality, Compliance Guidelines and first call resolution. Ability to Take Quick Decisions and Respond to Card member Inquiries
• Excellent Verbal Communication
• Customer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No Situations
• Strong interpersonal, communication and listening skills
• Demonstrated Dependability/Self Motivating Skills. Change Management Ability
• Demonstrated Ability to Work effectively within a Team Environment as well as independently
• Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations
• Proven Analytical and Problem Solving with a strong attention to Detail. Workable knowledge of MS Office Applications (Word, Power-point, Excel)

Minimum Qualifications:

• Minimum 1 year in current role in any of the collection segment/Customer service
• Graduate or undergraduate with 2-4 years of collections/Customer service experience

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salary
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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