Collections Representative

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

How will you make an impact in this role?

Responsible for managing inbound and outbound calls, resolving delinquent accounts, and negotiating payment arrangements while delivering exceptional customer service. The role focuses on mitigating financial losses, minimizing credit risk, and maintaining positive Card Member relationships through effective communication and tailored solutions. The representative is expected to meet performance goals while ensuring compliance with regulatory and company standards.

• Consistently deliver extraordinary service while managing volume of inbound and outbound collection calls in a fast-paced, structured environment, maintaining a Customer First mentality while driving successful collections outcomes.

• Engage with Card Members to understand their financial circumstances, identify barriers to payment, and provide personalized solutions that support account resolution and help customers regain financial stability.

• Proactively negotiate payment arrangements, secure payment commitments, and offer appropriate repayment solutions to help Card Members bring their accounts current while minimizing delinquency and credit losses.

• Utilize strong communication, negotiation, and problem-solving skills to build trust, overcome objections, and encourage positive payment behaviors while preserving Card Member relationships and loyalty to our brand.

• Address general and account-specific inquiries related to balances, payment history, payment arrangements, account status, and available repayment options while ensuring accurate account documentation.

• Leverage available tools, resources, and account information to assess account status, identify appropriate collection strategies, anticipate customer needs, and drive effective first-contact resolution.

• Educate Card Members on the importance of timely payments, potential impacts of continued delinquency, and available resources to help them successfully manage their accounts and prevent future delinquency.

• Proactively mitigate financial losses to the company by identifying and addressing delinquent accounts, implementing effective collection strategies, securing sustainable payment arrangements, and minimizing credit risk while maintaining a positive Card Member experience.

• Maintain compliance with all applicable collections laws, regulatory requirements, company policies, and procedures while demonstrating professionalism, empathy, and integrity in every customer interaction.

• Meet and exceed performance goals, including but not limited to collection rates, dollars collected, efficiency metrics, delinquency resolution, quality standards, compliance requirements, productivity targets, and customer experience metrics.

Minimum Qualifications:

• Minimum of 2 years of professional experience in Collections and/or Sales, preferably within the banking, credit card, lending, loans, mortgage, or other financial services.

• Recent or previous hands-on experience in Collections and/or Sales is required, with a strong background in customer engagement, payment negotiation, account management, and achieving performance targets.

• At least Senior High School Graduate (New curriculum)

• Comfortable working in 24/7 work environment

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.

• 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

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig 
• 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.

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.
 
If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.

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.