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.
