US Merchant 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.

How will you make an impact in this role?

Responsible for contacting merchants with overdue accounts to secure the payments of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

As a Collections Associate you will be responsible for building relationships with our Merchants, whose account payments are overdue, assisting them with their situation and solving their problems to reach a positive conclusion for both American Express and our valued clients. This role will involve making outbound or inbound calls to our valued Merchants. The objective of the call is to gain the Merchants commitment to making payments on their overdue account and enabling them to spend on the card.

Key Deliverables

• Handling inbound and outbound calls from our US merchants whose accounts are flagged as overdue or delinquent using written and verbal communication.
• Risk analysis and review of Merchant accounts, recommending process improvements where relevant.
• Review the risk of accounts to assess whether to permit or stop further spend, compliance with privacy and consumer credit legislation.
• Building rapport with the card members and actively listening to the issues that may have arisen.
• Negotiation with card members to determine the best course of action and gaining agreement for both short and long term solutions.
• Respond to card members enquiries in an appropriate manner, offering personalized service with a 'can do' attitude
• Ensures maximum recovery on accounts through inbound/ outbound telephone contact in a timely and comprehensive manner to ensure Merchant satisfaction with Inbound and Outbound calling.

Minimum Qualifications

• At least 2 years of experience in credit card collections is required.
• Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a windows environment.
• Strong interpersonal, communication and listening skills
• Excellent negotiation skills

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.