Job Description

• Help customers resolve delinquent balances on Small Business and Consumer accounts.
• Manage your own portfolio of customer accounts and work toward positive recovery outcomes.
• Use communication, negotiation, analysis, and problem-solving to understand each customer's situation and recommend appropriate actions.
• Balance collection results with professional customer experience, integrity & compliance.

Responsibilities

• Collect delinquent balances on Small Business and Consumer accounts.
• Manage an assigned client portfolio independently.
• Use skip tracing when needed to locate and communicate with customers.
• Handle different types of calls, including explaining account status, offering payment solutions, reducing delinquency, and preventing escalations.
• Analyze account details and customer circumstances to identify appropriate solutions.
• Negotiate with customers and influence positive outcomes.
• Maintain a high level of integrity and compliance during customer interactions.
• Contribute to customer outcomes, recovery efforts & overall department goals.

Qualifications

• Strong communication skills & the ability to adapt your communication style to the customer's situation.
• Excellent negotiation, analytical, problem-solving & decision-making skills.
• Willingness to learn, adapt, and incorporate feedback.
• Strong time-management skills.
• Ability to navigate multiple computer systems and applications at the same time with speed and accuracy.
• Previous collections or sales experience is preferred.
• Experience managing a client portfolio is preferred

Compliance Language

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:

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Career development and training opportunities

About Us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our 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.