Collections Specialist (Past Due) Hybrid, Phoenix, AZ
You Lead the Way. We’ve Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. 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 in order 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
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 from 5:00 a.m. to 10:00 p.m. MST.
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)
Salary Range: $20.00 to $24.00 hourly + bonus + benefits The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors. We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
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
For a full list of Team Amex benefits, visit our Colleague Benefits Site. 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. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.