Empathetic Credit Collections Specialist

American Express Company; Sydney; On-site; AUD 55,000 - 80,000; Full time

Job summary

American Express Company is seeking a customer service professional to address inquiries and concerns related to customer accounts, while supporting collections activities for assigned accounts with timely follow-ups.

You will assess customers' financial situations to offer hardship solutions, monitor accounts for accuracy, ensure documentation in systems, and participate in team meetings to align with policies and best practices.

Qualifications

• Strong communication and negotiation skills.
• Empathetic and patient approach when dealing with customers in financial distress.
• Ability to handle difficult conversations and remain calm under pressure.
• Ability to work both independently and as part of a team.
• Ability to quickly learn and adapt to new software and systems.

Responsibilities

• Providing excellent customer service by addressing inquiries and concerns related to customer accounts.
• Managing collections activities for assigned accounts, including timely follow-ups and appropriate customer contact.
• Assessing and understanding customers' financial situations to offer appropriate hardship solutions.
• Monitoring and managing assigned accounts to ensure accurate records and timely action.
• Ensuring all collection activities are documented accurately and thoroughly in the company's systems.
• Participating in team meetings and training sessions to stay informed about company policies, procedures, and best practices.

Skills

Strong communication

Negotiation

Empathetic approach

Calm under pressure

Team player

Software adaptability

Job description

American Express Company is seeking a customer service professional to address inquiries and concerns related to customer accounts, while supporting collections activities for assigned accounts with timely follow-ups.

You will assess customers' financial situations to offer hardship solutions, monitor accounts for accuracy, ensure documentation in systems, and participate in team meetings to align with policies and best practices.