Collections Specialist (Past Due)

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.

Meaningful, rewarding work performed with integrity.

Every one of our Credit Representatives represent the American Express brand. They take work seriously because they are more than just a voice on the phone, they’re problem solvers and relationship builders. The people you will work with, and the Customers you will care for, value your passion and unique personality as much as we do.

Minimum Qualifications:

• Deliver world-class customer service, whilst responding to Customers inquiries and problems
• Excellent negotiation, probing, influencing and resourcefulness skills
• Build meaningful relationships with our Customers by offering custom solutions, consultative assistance, and first contact resolution to negotiate a positive outcome for the Customer and American Express
• Make decisions based on risk assessment and the Customer profile
• Gain commitment from the customers to making payments on their overdue account and enabling them to spend on their American Express card
• Meet and exceed quality goals, compliance regulations and productivity targets
• Handling inbound and outbound calls from our consumer and small business card members
• Document necessary information
• Re-prioritize to adapt to the ever-changing environment
• Demonstrate personal excellence by remaining positive and resilient in difficult situations
• Able to demonstrate empathy whilst being assertive to achieve the required outcome
• Display a passion to serve by delivering outstanding service in every interaction with our customers
• The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
• Strong interpersonal, communication and listening skills
• Strong verbal and written communication skills
• Assertiveness to handle difficult conversations
• Analytical and problem-solving skills with strong attention to detail
• Outstanding organizational skills
• Bi-Lingual Spanish speaking a plus
• Navigate multiple systems and digital tools to service our customers

Preferred Qualifications:

• Previous collections or outside agency experience preferred
• Schedule: Business hours of operations are seven (7) days a week. Monday- Friday 8am 12-am EST, Saturday 8am-6:30pm EST, Sunday 10am-8:30pm EST
• Shift differentials for nights and weekends are provided.
• Candidates must be flexible as shifts will be provided during the training period.
• This position will work in a hybrid model with a combination of in-office three days per week and two virtual workdays from home.
• Location: 18850 N 56th St. Phoenix, AZ 85054 (Desert Ridge)

• Employment eligibility to work with American Express in the U.S. 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.