Collections Representative

American Express International Inc.; Philippines; Hybrid; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Hybrid work arrangement

Generous parental leave policies

Global on-site wellness centers

Job summary

American Express International Inc. is seeking a Credit & Collections Voice professional in the Philippines to deliver superior customer service to Card Members while guiding spending decisions and resolving credit-related concerns.

The role emphasizes compliance, risk awareness, and tailored solutions within a hybrid work model. The ideal candidate has senior high school education, 1 year of international credit/collections experience or 2+ years in international BPO customer service, and

Qualifications

• Senior High School graduate (New curriculum) required.
• 1 year of international Credit & Collections experience (credit cards/auto loans/mortgages) or 2+ years in international BPO inbound customer service.
• Collections: track record with Dollars Collected, PTP, RPC, Refer-a-Friend metrics.
• Customer service: meet or exceed CSAT, VOC, NPS, or Vibes metrics.

Responsibilities

• Deliver superior customer experience to Card Members using American Express benefits and services.
• Recommend suitable benefits and products while following compliance guidelines.
• Resolve Card Member queries and follow call conversation models.
• Provide alternatives and strong call-handling to achieve best outcomes.
• Maintain first-call resolution with quality and compliance standards.
• Show empathy, ownership, and effective issue resolution for customers.

Skills

Interpersonal communication

Listening skills

Ownership

De-escalation

Attention to detail

Critical thinking

Adaptability

Education

Senior High School graduate (New curriculum)

Tools

Microsoft Office

Job description

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Work's Best Company To Work For 2025
We are hiring for the US Credit & Collections Voice function. This team empowers American Express Card Members to spend with confidence by combining credit expertise with meaningful customer engagement. The team helps Card Members understand their account status, resolve credit‑related concerns, and make informed spending decisions through tailored payment and digital solutions. Through warm and insightful conversations, team members identify customer needs, explain account and credit situations, and recommend personalized solutions that enhance card usability. By guiding customers on payments, spending capacity, and digital options, the team supports both immediate and long‑term spending confidence. This role is central to strengthening customer relationships, promoting financial well‑being, and driving business growth through exceptional service and expertise.

Responsibilities:

Deliver a superior customer experience to Card Members who use American Express for its exclusive benefits and services.

Support responsible spending by understanding customer profiles and needs, and recommending the most suitable benefits and products while adhering to compliance guidelines.

Resolve Card Member queries and follow established call conversation models appropriately.

Provide alternative solutions and apply strong call‑handling skills to ensure the best possible outcomes for Card Members.

Adhere to quality and compliance standards while achieving first‑call resolution.

Make sound decisions and respond effectively to Card Member inquiries.

Maintain a strong customer focus, with the ability to resolve issues, handle objections, and manage challenging service situations.

Exhibit strong interpersonal, communication, and listening skills, with the ability to take ownership and de‑escalate situations when required.

Demonstrate dependability, self‑motivation, and adaptability to change.

Work effectively both independently and within a team environment.

Maintain professionalism, resilience, and a positive attitude in challenging situations.

Manage challenging customer interactions with professionalism, empathy, and sound judgment, delivering effective resolutions while maintaining a positive customer experience.

Demonstrate strong attention to detail and critical thinking to accurately navigate complex processes, identify potential issues, and ensure high‑quality, compliant outcomes across multiple process touchpoints.

Possess working knowledge of Microsoft Office applications, including Word, PowerPoint, and Excel.

Minimum Qualifications:

At least Senior Highschool Graduate (New curriculum)

At least 1-year of international Credit and Collections experience, supporting products such as credit cards, auto loans, or mortgages; or at least 2‑years of experience in an international BPO Customer Service inbound calls environment.

Collections candidates must have 1–year of experience consistently achieving key performance metrics, including Dollars Collected, Promise to Pay (PTP), Right Party Contact (RPC), and/or Refer‑a‑Friend.

Customer Service candidates must have 2‑years of experience consistently meeting or exceeding customer experience metrics, such as CSAT, VOC, NPS, or Vibes.

Preferred Qualifications:

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.

Very good in de‑escalating, a problem solver, top tier analytical mindset, high attention to detail, high degree of accuracy & tremendous will to win.

Strong relationship building, management and influencing skills

Exceptional verbal, written, and interpersonal communication skills

Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

Work From Home Requirements:

Must have at least 25 MBPS internet connection plan / speed

Must have a private & quiet area to work at home

American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

At American Express, our culture is built on a 175‑year history of innovation,shared valuesand 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.

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:

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.

Unlock job insights

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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, you’ll 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.

You Lead the Way. We’ve Got Your Back.

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, you’ll 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.