Collections Representative

American Express
Philippines
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 1+ yearsSkills: ["De-escalation","Problem-solving","Attention to detail","Communication","Customer focus"]

Handle inbound credit and collections voice interactions for Card Members, helping them understand account status and resolve credit-related concerns through warm, compliant conversations. Support responsible spending by assessing customer needs and recommending appropriate payment and digital options. Resolve queries using call conversation models, apply strong call-handling and de-escalation, and meet quality and first-call resolution standards while consistently achieving performance metrics.

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FursaFursa
American Express
American Express
4 days ago

Collections Representative

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Handle inbound credit and collections voice interactions for Card Members, helping them understand account status and resolve credit-related concerns through warm, compliant conversations. Support responsible spending by assessing customer needs and recommending appropriate payment and digital options. Resolve queries using call conversation models, apply strong call-handling and de-escalation, and meet quality and first-call resolution standards while consistently achieving performance metrics.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Deliver a superior customer experience to Card Members using American Express benefits and services.
  • •Support responsible spending by understanding customer profiles, recommending suitable benefits/products, and following compliance guidelines.
  • •Resolve Card Member queries using established call conversation models.
  • •Provide alternative solutions with strong call-handling to achieve best outcomes.
  • •Adhere to quality and compliance standards while achieving first-call resolution and responding effectively to inquiries.

Pay and Benefits

Perks:Annual BonusHealth InsuranceDentalVisionLife InsuranceDisability InsurancePaid ParentalRetirementCounseling Support

Key Requirements

  • •At least Senior High School Graduate (new curriculum).
  • •At least 1 year of international Credit and Collections experience (e.g., credit cards, auto loans, mortgages) or at least 2 years in an international BPO customer service inbound calls environment.
  • •Collections experience achieving key metrics including Dollars Collected, Promise to Pay (PTP), Right Party Contact (RPC), and/or Refer-a-Friend.
  • •Customer service experience meeting or exceeding customer experience metrics such as CSAT, VOC, NPS, or Vibes.
  • •Must be amenable to a hybrid work arrangement (onsite and work from home).
Experience:1+ yearsCredit and collectionsBPO customer serviceCustomer experienceInbound calls
Skills:De-escalationProblem-solvingAttention to detailCommunicationCustomer focus
Tech Stack:Microsoft OfficeWordPowerPointExcel

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn