UK Collections (Voice)

American Express Company; Gurugram District; Hybrid; INR 600,000 - 800,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Hybrid work model

Wellness programs

Job summary

American Express is seeking a customer-focused associate to support card member accounts through inbound and outbound calls, with emphasis on risk assessment and high customer satisfaction. The role requires strong communication, analytical skills and the ability to work in a fast-paced, 24/7 environment.

The position offers diverse compliance benefits, flexible working options including hybrid/onsite/virtual arrangements, and opportunities to grow with a historic leader in financial services.

Qualifications

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to manage relationships and influence outcomes.
• Written and verbal communication excellence.

Responsibilities

• Support card members with inbound/outbound calls to maximize recovery.
• Analyze risk on customer accounts and make decisions balancing recovery with satisfaction.
• Meet and strive to exceed metrics for quality, compliance and productivity.

Skills

Communication skills

Analytical thinking

Problem solving

Relationship building

Influencing skills

Written communication

Job description

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. As part of Team Amex, youll experience this 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.

How will you make an impact in this role ?

• Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers & shareholders.
• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing processes.
• Demonstrate learning agility, make decisions quickly and with the highest level of integrity.
• Should possess strong analytical and problem solving skills and a tremendous will to win
• Strong relationship building, management and influencing skills
• Exceptional verbal, written, and interpersonal communication skills

Minimum Qualifications:

• Graduates/Under graduates with 1-10 years of International BPO calling experience
• Excellent Communication Skill
• Comfortable working in 24/7 work environment
• Ensure maximum recovery on Card Members accounts through Inbound/Outbound calls
• Analyze risk on customer accounts, making sound decisions to ensure recovery while maintaining high customer satisfaction levels
• Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals

Preferred Qualifications:

• Prior Sales/Customer Service/Collection experience is an add-on.

Compliance Language

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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