Collections Specialist

American Express Phoenix , AZ 85002

Posted 4 days ago

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we are supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what is possible - and we are proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That is why we have Amex Flex, our enterprise working model, that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

If selected for this role, you may be eligible for a $2,000 sign-on bonus, less applicable deductions*

Role & Responsibilities:

Every one of our Collections Specialists exemplify the American Express brand. They take work seriously because they are more than just a voice on the phone, they are problem solvers and relationship builders. The people you will work with, and the Customers you will care for, value your passion and unique personality as much as we do.

Key responsibilities include:

  • Working in a hybrid work model 20 hours per week, answering incoming calls in a fast-paced environment

  • Deliver world-class customer service by building meaningful relationships with our customers. While offering custom solutions, consultative assistance, and first contact resolution to negotiate an overall positive outcome

  • Make decisions based on risk assessment and the Customer profile

  • Gain commitment from the customers to making payments on their overdue account and enabling them to spend on their American Express card

  • Meet and exceed quality goals, compliance regulations and productivity targets

  • This position is working in a hybrid environment which means up to 40% of the role is performed onsite in our Phoenix, AZ campus and the balance of the role is performed from home. We will work with you to ship equipment to your home address for virtual classroom training.

  • Shift/Schedules for this position are flexible with training being Friday through Monday.

  • Classroom training will be 100% virtual and on the job training will be hybrid in our Phoenix, AZ campus (up to 40% in the office training)

  • The benefits of working on our Phoenix campus include:

  • Health and Wellness Centers, including access to 24hr Activity Center

  • Cafeteria, with $15 daily dining credit. Access to a rotation of chips, popcorn, cookies, and fruit from the pantry areas at no charge.

  • Walking paths, Electric Car Charging Stations, and so much more!


Preferred Qualifications

  • Demonstrate personal excellence by remaining positive, and resilient in difficult situations whilst being assertive to achieve the required outcome

  • Customer service experience with a passion for building strong customer relationships through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication.

  • The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis

  • Excellent negotiation, influencing, analytical, and problem-solving skills with a strong attention to detail

  • Navigate multiple systems and digital tools to service our Customers

  • Through our Bring Your Own Internet (BYOI) Program, you will be required to locate an internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.

  • Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably thorough broadband cable, or fiber optic services (WiFi, Satellite, or DSL is not permitted.)

  • A secure home office, located at your confirmed address of residence, free from background noise and other distractions

  • Candidates must reside in one of 47 states where we currently hire (all U.S (United States). states with the exception of California, Alaska, and Hawaii.)

  • If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J), to work in or visit any of our offices. This requirement is subject to legally required accommodations."

  • Sign-On Bonus Eligibility Requirements

  • The sign on bonus will be paid to eligible individuals in three instalments: $500 after three months of active employment, $500 and after six months of active employment and $1,000 after 12 months of active employment (less applicable deductions)

  • The sign on bonus is contingent on eligible colleagues being actively employed in role and remaining in good standing during the relevant period of time.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

US (United States) Job Seekers/Employees - Click here to view the "EEO is the Law" poster and supplement and the Pay Transparency Policy Statement. If the links do not work, please copy, and paste the following URLs in a new browser window: to access the three posters."

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Collections Specialist

American Express