Collections Specialist (Past Due) - job 4 of 19

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 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. 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)

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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