Collections Chat Specialist

3 weeks ago


Metro Manila Philippines Buscojobs Full time

Collections Chat Specialist – Taguig

Posted today

Job Description

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.

As the face of the company, you can create positive interactions with our customers every day– from curating a unique travel or lifestyle experience to helping them with their everyday needs. Find your place in service on #TeamAmex.

How will you make an impact in this role?

US Credit Chat – Digital servicing team, is responsible for handling Credit cardmember queries via chat providing world'd best customer service while ensuring we solve for credit concerns.

Responsibilities
  • Service card members using Digital chat platforms by resolving credit concerns through educating cardmembers about product features, consulting them on managing their accounts to paid status by resolving any credit related issues, and enabling higher spend.
  • Analyze risk on customer accounts followed by making sound decisions to ensure we become a 'payer of choice' for our card members attaining high customer satisfaction and adherence to Compliance requirements.
  • Communicate effectively written and orally, with ability to recognize tone and mood of customer through written communication. Comfortable with communicating complex information simply via Chat.
  • Adaptable & customer-centric approach to difficult situations through tact & empathy in communication. Ability to address 2 cardmember conversations simultaneously.

Minimum Qualifications

  • At least college level – bachelor's degree or equivalent (Undergraduate/Graduate, Vocational).
  • At least 1 year BPO experience with CSAT/NPS as a metric.
  • At least 6 months recent experience with live chat process.
  • Must be currently taking live chat with at least dual concurrence.

Preferred Skills

  • At least 1 year experience in Live Chat Collections process and/or voice collection experience.
  • Demonstrate personal excellence by remaining positive in difficult situations.
  • Display a passion to serve by delivering outstanding service in every interaction with customers.
  • Ability to work in fast-paced, dynamic environment; multitask using multiple systems and digital tools.
  • Strong communication skills (verbal and written), assertiveness for difficult conversations, negotiation, and problem solving.
  • Willing to work in a hybrid environment; full-time with hybrid onsite/work-from-home flexibility.
  • Work From Home requirements: at least 25 Mbps internet speed; private and quiet area to work.

Benefits and location details are provided as part of the role information and standard across the organization.

Offer of employment is conditioned upon successful completion of a background verification check, subject to applicable laws and regulations.

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