Inbound Credit Collections Specialist

American Express Company; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

American Express Company is seeking a customer service focused professional in Sydney to manage inbound/outbound inquiries on customer accounts, support credit activities including collections when needed, and offer suitable payment arrangements. You will assess financial situations, communicate outcomes, and collaborate with back-office teams to ensure accurate documentation.

The role requires strong communication, empathy, and the ability to handle challenging conversations while working both

Qualifications

• Excellent communication and negotiation abilities with a confident phone manner.
• Empathetic and patient when dealing with customers’ financial situations.
• Ability to handle difficult conversations and stay composed under pressure.
• Ability to work independently and in a team.
• Quickly learn and adapt to new software and systems.
• Strong analytical, numerical and problem-solving skills to assess risk.

Responsibilities

• Provide excellent customer service through inbound and outbound contact about customer accounts.
• Support credit accounts and assist with collections on overdue balances.
• Assess customers' financial situations to offer suitable solutions and payment arrangements.
• Analyse account risk and make spend decisions per credit policies, and communicate outcomes clearly.
• Use negotiation and relationship skills to achieve positive outcomes for customers and business.
• Liaise with back-office teams, account managers and stakeholders to support account management.
• Gather and submit financial information for underwriting reviews and appeals.
• Document all account activities and customer interactions accurately in company systems.
• Attend team meetings and training to stay updated on policies and best practices.

Skills

Strong communication skills

Negotiation

Empathetic and patient approach

Calm under pressure

Teamwork

Adaptability to software

Analytical and numerical ability

Job description

• Providing excellent customer service through inbound and outbound customer contact, addressing inquiries and concerns related to customer accounts.
• Managing credit accounts, including supporting collections activity on overdue balances where required.
• Assessing and understanding customers' financial situations to offer appropriate solutions and payment arrangements.
• Analysing account risk and making informed spend decisions in line with credit policies, clearly communicating outcomes to customers.
• Using negotiation and relationship management skills to achieve positive outcomes for both customers and the business.
• Liaising with relevant back-office teams, account managers and stakeholders to support account management.
• Gathering and submitting financial information for underwriting reviews and appeals.
• Ensuring all account activities and customer interactions 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.

RESPONSIBILITIES

What your responsibilities will include

• Providing excellent customer service through inbound and outbound customer contact, addressing inquiries and concerns related to customer accounts.
• Managing credit accounts, including supporting collections activity on overdue balances where required.
• Assessing and understanding customers' financial situations to offer appropriate solutions and payment arrangements.
• Analysing account risk and making informed spend decisions in line with credit policies, clearly communicating outcomes to customers.
• Using negotiation and relationship management skills to achieve positive outcomes for both customers and the business.
• Liaising with relevant back-office teams, account managers and stakeholders to support account management.
• Gathering and submitting financial information for underwriting reviews and appeals.
• Ensuring all account activities and customer interactions 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.

QUALIFICATIONS

What skills we feel you'll need to be successful

• Strong communication and negotiation skills, with a confident telephone manner.
• Empathetic and patient approach when dealing with customers and their financial situations.
• 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.
• Strong analytical, numerical and problem-solving skills, with the ability to assess risk and make sound decisions.
• Ability to take initiative, proactively seek information and elevate matters when appropriate.

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