Rep-Special Servicing (Vb)

Amex; New South Wales; On-site; AUD 70,000 - 90,000; Full time

Job summary

Amex Australia seeks enthusiastic individuals to join the Consumer & Small Business Credit team. You will manage and service customer accounts across Australia & New Zealand, supporting collections and credit decisions while upholding credit policies and delivering exceptional service.

You will receive structured training and ongoing guidance to help you grow in a role focused on customer outcomes and responsible lending.

Qualifications

• Strong communication and negotiation skills essential for customer interactions
• Empathetic and patient approach to customers with financial situations
• Able to handle difficult conversations and stay calm under pressure
• Able to work independently and as part of a team; quick to learn new software/systems
• Excellent numerical, analytical and problem-solving abilities to assess risk and decisions

Responsibilities

• Provide excellent customer service through inbound and outbound contact about customer accounts
• Support collections activity on overdue balances as required
• Assess customers' financial situations to offer suitable solutions and payment arrangements
• Analyze account risk and communicate outcomes in line with credit policies
• Use negotiation and relationship management to achieve positive outcomes for customers and the business
• Coordinate with back-office teams, account managers and stakeholders for account management
• Gather and submit financial information for underwriting reviews and appeals
• Document all account activities and customer interactions accurately in company systems
• Participate in team meetings and training on policies and best practices

Skills

Communication skills

Negotiation skills

Empathy and patience

Stress management

Teamwork and independence

Learning agility

Analytical and numerical skills

Job description

Description

We are seeking enthusiastic and vibrant individuals to join our Consumer & Small Business Credit team. If you are a self-motivated and positive individual, why not join our team?

As part of the team, you’ll be responsible for managing and servicing with excellence our Consumer & Small Business segment for Australia & New Zealand. You’ll be sharing our commitment to the service intent and our passion for customer service, while supporting customers through credit management conversations and account reviews. This position is responsible for delivering extraordinary customer service whilst ensuring we adhere to our credit policies, make sound risk decisions and minimise potential losses.

We will provide you with a structured training program when you begin, and ongoing guidance to support you.

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 escape matters when appropriate.