TM Credit & Collect-T2-I
American Express · Posted Nov 4
Banking, credit card, payment network, and travel services
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About the role
American Express’ Consumer Credit department encompasses teams that work to ensure the company’s ideals are upheld. The role sits in credit and collections, recovering overdue balances and supporting Card Members through sensitive, high-pressure conversations in a contact center environment. It involves rotating shifts, extensive training, and making compliant, customer-specific decisions while meeting performance metrics.
What you will do
- Recovering overdue balances, enabling further spend, minimising risk, making informed decisions based on challenging customer specific situations
- Demonstrate empathy and compassion in every interaction, especially during sensitive and vulnerable conversations.
- Maintain a calm, non-judgmental tone, even in high pressure scenarios.
- High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines
- Offer consultative support and recommending products or solutions tailored to each Card Member.
- To ensure success, you will be supported by extensive training and a variety of tools. Initially, experienced team members will support with challenging customers or situations, and as you gain confidence, you will be entrusted to make informed decisions in most cases
- There are different shifts and teams available, and flexibility is required based on usiness needs. This role involves working on a rotating shift pattern.
Skills used in this role
What the employer is looking for
- Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
- A natural communicator who can build relationships effectively, demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.
- Resilience and empathy are needed to efficiently manage a steady stream of diverse customer calls (including vulnerable customers), whilst balancing performance to meet a variety of metrics.
- A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
- Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive.
- Able to be flexible, adaptable, and work as part of a team within a highly supportive and collaborative environment.
Preferred qualifications
- Credit experience, ideally in a contact center environment.
Benefits and support
- Compensation and benefits are detailed in the job posting
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
Investing.com
AmEx lifts 2026 profit forecast, plans to cut 5% of workforce2026-10-23
Associated Press
American Express profits rise; company plans to cut workforce by 5%, or about 3,500 employees2026-10-24
MarketScreener
American Express raises 2026 profit forecast as affluent customers keep spending2026-10-23
GuruFocus
American Express Co (AXP) Q3 2026 Earnings Call Highlights: Record $20.1 Billion Revenue2026-10-24