TM Credit & Collect-T2-II
American Express · Posted Nov 3
Banking, credit card, payment network, and travel services
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About the role
The Consumer & Small Business Credit team services Consumer & Small Business customers across Australia & New Zealand through the company's digital chat channel. The role focuses on collections-related conversations and account management, delivering customer service while adhering to credit policies and market regulations. The position includes a structured training program and ongoing guidance, with a shift window of 4AM-1PM.
What you will do
- Providing excellent customer service through chat by addressing inquiries and concerns related to customer accounts.
- Managing collections activities through digital chat, including negotiating payment arrangements and supporting recovery outcomes.
- Assessing and understanding customers' financial situations to offer appropriate hardship solutions.
- Monitoring and managing assigned accounts to ensure accurate records and timely action.
- Ensuring all collection activities and customer interactions are documented accurately and thoroughly in the company's systems.
- Handling complex customer queries while adhering to compliance requirements, credit policies and market regulations.
- Participating in team meetings and training sessions to stay informed about company policies, procedures, and best practices.
Skills used in this role
What the employer is looking for
- Strong communication skills with the demonstrated ability to handle highly complex and manual queries.
- Passionate about the Brand and Customer Service.
- Strong understanding of American Express Policies & Procedures.
- Ability to work both independently and as part of a team.
- Empathetic and patient approach when dealing with customers in financial distress.
Preferred qualifications
- Strong written communication and typing skills, with the ability to manage multiple chat conversations simultaneously while maintaining accuracy, professionalism and a positive customer experience.
- Ability to handle difficult conversations and remain calm under pressure.
- Ability to quickly learn and adapt to new software and systems.
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
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MarketScreener
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GuruFocus
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