Collection Specialist

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.Key ResponsibilitiesProvide Superior Customer Experience to Card Members who use American Express for several exclusive benefits and servicesWe collect and also indulge in enabling spend to maximize spending by identifying the Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Card member while being compliant with the laid guidelinesResolve all Card members Queries and Follow Established Procedures as AppropriateProvide alternatives and apply Superior Service No, Call Handling Skills To Ensure Best Possible Solutions and FCR to Card MembersDeliver to the Customer, Employees and Shareholder Metrics as per Goals Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands To Meet Their Needs and Ensure Quality Service is given at all timesAdherence to Quality, Compliance Guidelines and first call resolution. Ability to Take Quick Decisions and Respond to Card member Inquiries24/7 & Rotational shifts including night shiftsHybrid environment Minimum Qualifications:Minimum 1 year of meaningful experience in customer servicePreferred Qualifications:Excellent Verbal CommunicationCustomer Focused, with Strong Ability to resolve Customer Issues and Effectively Address Service No SituationsStrong interpersonal, communication and listening skillsDemonstrated Dependability/Self Motivating Skills. Change Management AbilityDemonstrated Ability to Work effectively within a Team Environment as well as independentlyDemonstrate personal excellence and resiliency by remaining positive and calm in difficult situationsProven Analytical and Problem Solving with a strong attention to Detail. Workable knowledge of MS Office Applications (Word, Power-point, Excel)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 opportunitiesAmerican 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.