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Collections Representative
American Express. Manage high volumes of inbound and outbound collection calls .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing collections processes, including payment negotiation, account management, and compliance with collections laws and regulations. Proven ability to deliver exceptional customer service while achieving performance targets in a fast-paced financial services environment.
Highest-signal resume keywords
Collections ExperienceCustomer EngagementPayment NegotiationAccount ManagementPerformance Target Achievement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CollectionsPayment ArrangementsAccount DocumentationDelinquency ResolutionFinancial Analysis
Soft Skills
Analytical SkillsProblem-Solving SkillsRelationship BuildingInterpersonal CommunicationInfluencing Skills
Industry Keywords
Financial ServicesBankingCredit CardLendingMortgage
About the role
Key responsibilities & impact- Manage high volumes of inbound and outbound collection calls
- Deliver customer service while driving successful collections outcomes
- Engage Card Members to understand financial circumstances and barriers to payment
- Provide personalized solutions to support account resolution and financial stability
- Negotiate payment arrangements and secure payment commitments
- Address inquiries about balances, payment history, arrangements, account status, and repayment options
- Maintain accurate account documentation
- Assess account status and select appropriate collection strategies using available tools and information
- Educate Card Members about timely payments, delinquency impacts, and available resources
- Mitigate financial losses, delinquency, and credit risk while maintaining positive Card Member relationships
- Comply with collections laws, regulations, company policies, and procedures
- Meet performance goals for collection rates, dollars collected, efficiency, delinquency resolution, quality, compliance, productivity, and customer experience
Requirements
What you’ll need- Minimum of 2 years of professional experience in Collections and/or Sales, preferably within banking, credit card, lending, loans, mortgage, or other financial services
- Recent or previous hands-on experience in Collections and/or Sales, 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 a 24/7 work environment
- Must be amenable to follow a hybrid work arrangement (onsite and work from home)
- Must have at least 25 mbps internet connection plan / speed
- Must have a private and quiet area to work at home
- Employment eligibility to work with American Express in the Philippines is required; the company will not pursue visa sponsorship
- Must meet applicable collections laws, regulatory requirements, company policies, and procedures
- Preferred: strong analytical and problem-solving skills; relationship building, management and influencing skills; exceptional verbal, written, and interpersonal communication skills
Benefits
Comp & perks- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
- Target driven incentives
- 25 mbps internet connection plan / speed requirement and private, quiet home workspace support for hybrid work