How will you make an impact in this role
- The team is responsible for managing and resolving card member concerns who are unable to make payments due to an on-going hardship.
- Deliver world-class customer service, whilst responding to Customer inquiries and problems
- Build meaningful relationships with our customers by offering custom solutions, consultative assistance, and first contact resolution to negotiate a positive outcome for the Customer and American Express.
- Ensure maximum recovery for missed payments on CM accounts through inbound telephone contact. Analyze risk on customer accounts, making sound decisions to ensure recovery while maintaining high Customer satisfaction levels via VIBES scores.
- Meet Key Metrics VIBES, ACM, Overall Dialer Contact Rate, Overall Dialer CPPH, and QMP.
- Shifts - 24X7, rotational week offs.
- This role may be subject to additional background verification checks.
Minimum Qualifications
- Graduate with 1-3 years of experience.
- Multi-skilled across card platforms/products is preferable.
- Ability to perform in In bound driven collections environment with blended Inbound calls (Enrollment /Maintenance-Collect) would be an added advantage.
- Ability to multi-task such as making accurate decisions on accounts while typing and speaking on the calls.
- Should display a penchant for Result Orientation & Personal Accountability.
- Should possess sound Analytical, Decision Making and Problem Solving Skills. Proficiency in MS Office - Excel, PowerPoint and Word preferred.
Preferred Qualifications
- Strong Team Player with high level of integrity.
- Strong Knowledge of American Express Products, Policies & Procedures.
- Change Management Ability & Self-Motivating skills.
- Demonstrated ability to work effectively within a team environment as well as independently.
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
