Collections Representative

American Express
Manila
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 1+ yearsEducation: high_schoolSkills: ["De-escalation","Problem-solving","Analytical mindset","Attention to detail","Relationship building"]

Handle US Credit & Collections voice inquiries for American Express Card Members by understanding account status, resolving credit-related concerns, and guiding customers through payment options. Maintain first-call resolution while following call conversation models, compliance and quality standards, and service metrics. Support spending confidence through tailored recommendations based on customer profiles, and manage challenging interactions with empathy and de-escalation.

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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: 17 hours agoStatus: Live

Job Summary

Handle US Credit & Collections voice inquiries for American Express Card Members by understanding account status, resolving credit-related concerns, and guiding customers through payment options. Maintain first-call resolution while following call conversation models, compliance and quality standards, and service metrics. Support spending confidence through tailored recommendations based on customer profiles, and manage challenging interactions with empathy and de-escalation.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Deliver superior customer experience to Card Members by resolving credit-related concerns and answering inquiries using established call conversation models.
  • •Support responsible spending by understanding customer profiles and recommending suitable benefits and products while adhering to compliance guidelines.
  • •Provide alternative solutions and apply strong call-handling skills to achieve best outcomes for Card Members.
  • •Adhere to quality and compliance standards and achieve first-call resolution while making sound decisions during customer interactions.
  • •De-escalate challenging service situations and maintain professionalism, empathy, and a customer-focused approach.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityPaid LeaveParental LeaveCounseling Support

Key Requirements

  • •At least Senior Highschool Graduate (new curriculum).
  • •1+ year of international credit and collections experience with products such as credit cards, auto loans, or mortgages, or 2+ years in an international BPO inbound customer service calls environment.
  • •Collections experience demonstrating consistent KPIs such as Dollars Collected, Promise to Pay (PTP), Right Party Contact (RPC), and/or Refer-a-Friend.
  • •Customer service experience demonstrating consistent customer experience metrics such as CSAT, VOC, NPS, or Vibes.
  • •Working knowledge of Microsoft Office applications including Word, PowerPoint, and Excel.
Experience:1+ yearsCredit and collectionsBPO
Education:High School
Skills:De-escalationProblem-solvingAnalytical mindsetAttention to detailRelationship building
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