Collections Chat Specialist

Overview

Join to apply for the Collections Chat Specialist role at American Express

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. 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. You can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

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

• Serve card members using Digital chat platforms by resolving credit concerns, educating cardmembers about product features, advising on account management to paid status, and enabling higher spend.
• Analyze risk on customer accounts and make sound decisions to ensure we become a “payer of choice” for our card members, attaining high customer satisfaction while adhering to compliance requirements.
• Communicate effectively in writing and orally, with the ability to recognize tone and mood of the customer through written communication. Convey complex information simply via chat.
• Be adaptable with a customer-centric approach to difficult situations, using tact and empathy. Ability to address two cardmember conversations simultaneously.

• At least college level – bachelor’s degree (Graduate/Undergraduate) or equivalent; associate degree (Graduate/Undergraduate) or vocational course (Graduate/Undergraduate level).
• At least 1 year of BPO experience with CSAT/NPS as a metric.
• At least 6 months of recent experience with live chat process.
• Currently taking live chat with at least dual concurrence.

• At least 1 year of experience in Live Chat Collections process.
• At least 1 year of voice collection experience.
• Demonstrate personal excellence by remaining positive in difficult situations.
• Passion to serve by delivering outstanding service in every interaction with customers.
• Ability to work in a fast-paced and dynamic environment, multitask, and use multiple systems and digital tools.
• Strong communication skills, both verbal and written.
• Assertiveness to handle difficult conversations.
• Excellent negotiation, influencing and resourcefulness skills.
• Critical, analytical, and forward-thinking problem-solving skills with strong attention to detail.
• Confidence to work in a hybrid environment.
• Workplace flexibility: Full-time. Amenable to a hybrid work arrangement (onsite and work from home).
• Work From Home Requirements: Must have at least 25 Mbps internet connection plan/speed and a private & quiet area to work at home.

• 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.

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

To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express. Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day. If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).