Collections Specialist - Advanced Collections Mitigation Unit (ACMU)

About the position 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 clients with overdue accounts to secure the settlement of the account. Also, they do preventive work to avoid future overdue with accounts that have a high exposure.

Responsibilities

• Collect delinquent balances on Small Business and Consumer accounts.
• The portfolio consists of both cancelled relationships and high-risk customers.
• You will be responsible for owning your own client portfolio.
• You will need to utilize skip tracing to locate and communicate with your clients.
• Typically, you will be handling the following call types: advising of account status, consequences, and offering payment solutions, as well as reducing day's delinquent and preventing call and account escalations.
• Maintain high level of integrity and compliance while working with customer information

Requirements

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member's communication style.
• Resilience is needed to efficiently manage a diverse client list, while balancing performance to meet a variety of metrics.
• Excellent negotiation, analytical, and decision-making skills, with strong attention to detail and the ability to be assertive while adhering to American Express policies and procedures
• A capacity to learn, willingness to try new things, flexibility to incorporate feedback and agility through change and difficult situations.
• Experience managing your own client portfolio
• Excellent written and verbal communication skills
• Bi-Lingual spanish speaking a plus
• High School Diploma or GED
• Flexibility to work Monday-Friday 5:00am-16:00
• Hybrid Environment- Need to be able to work in the office a minimum of 3 days a week.

Nice-to-haves

• Knowledge of Fair Debit Collection Practice Act and laws
• Skip tracing experience
• Minimum 3 years of recent collections experience or 3 years of sales experience with some collections experience
• Commercial collections experience
• Experience with Risk initiatives as they pertain to client level dunning
• Call center experience
• Ability to work independently, while still being a team player within the structured service center environment.

Benefits

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

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