Collections Chat Specialist

#4th in Great Place to Work's Best Company To Work For 2025
#10th in Fortune Magazine's 2025 World's Most Admired Companies
#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
Top GBS Employers for the Philippines by the Everest Group

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 a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. 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. And, 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. 

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' best customer service while ensuring we solve for credit concerns.

Responsibilities:

• Service card member's using Digital chat platforms, by resolving credit concerns through educating cardmembers about product features, consult them on managing their accounts to paid status by resolving any Credit related issues, and enable 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 sat. & adherence to Compliance requirements
• Communicates Effectively written & orally, with ability to recognize tone and mood of customer through written communication. Comfortable with communicating complex info. 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 Graduate/Undergraduate, associate degree Graduate/Undergraduate, Vocational Course Graduate/Undergraduate level
• At least 1-year BPO experience with CSAT/ NPS as a Metric
• At least 6 months recent experience with live chat process

• Should be currently taking live chat with at least dual concurrence

  Preferred Skills:

• At least 1 year experience in Live Chat Collections process
• At least 1 year voice collection experience
• Demonstrate personal excellence by remaining positive in difficult situations
• Display a passion to serve by delivering outstanding service in evert interaction with our customers
• The ability and resilience to work in a fast- faced and dynamic environment as well as multitask, using multiple systems and digital tools to service our customers
• Strong, communication, verbal and written skills
• Assertiveness to handle difficult conversations
• Excellent negotiation, influencing and resourcefulness skills
• Critical, analytical, and forward thinking with problem solving skills, and string attention to detail.
• Good communication skills

• Confidence to work in a hybrid environment

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• 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).