Rep-Special Servicing (VB)

American Express Company; Sydney; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Medical and dental benefits

Flexible hybrid/onsite/remote work

Job summary

American Express in Sydney is seeking enthusiastic individuals for our Consumer & Small Business Credit team. You will manage and service Australia & New Zealand credit accounts, delivering exceptional customer service while adhering to credit policies and risk guidelines.

The role includes inbound/outbound contact, evaluating financial situations, arranging payment plans, and documenting activities in our systems. We provide structured training and ongoing guidance to help you succeed.

Qualifications

• Excellent communication and negotiation abilities.
• Empathetic and patient approach when dealing with customers.
• Ability to handle difficult conversations and stay calm under pressure.
• Ability to work independently and as part of a team.
• Strong numerical and analytical problem-solving skills.

Responsibilities

• Providing excellent customer service through inbound and outbound contact referencing customer accounts.
• Managing credit accounts and supporting collections activity on overdue balances.
• Assessing customers' financial situations to offer appropriate solutions and payment arrangements.
• Analyzing account risk and making informed spend decisions in line with credit policies.
• Using negotiation and relationship management to achieve positive outcomes for customers and the business.
• Liaising with back-office teams, account managers and stakeholders to support account management.
• Gathering and submitting financial information for underwriting reviews and appeals.
• Documenting all account activities and customer interactions accurately in company systems.
• Participating in team meetings and training sessions to stay updated on policies and procedures.

Skills

Communication skills

Negotiation

Empathy

Patience

Independent worker

Team player

Analytical thinking

Initiative

Tools

CRM software

Job description

Job 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

• 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

• 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 escalte matters when appropriate.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About The Team

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.