Collections Specialist - Advanced Collections Mitigation Unit (ACMU)

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.

Global Credit is a global and diverse organization that plays a critical role in protecting the company and enabling growth. We are currently seeking Senior Collections Specialists in our Global Credit and Collections department handling pre-agency/ late-stage collections. 

A successful candidate would have a proven track record of success and demonstrate the ability to be a strong negotiator and decision-maker to help ensure American Express profitability while maximizing recovery of delinquent card member balances.  

Job 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

Minimum Qualifications:

• 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
• High School Diploma or GED

Preferred Qualifications:

• 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.

Additional Requirements:

• 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.

Location: 18850 N 56th St. Phoenix, AZ 85054

Salary Range: $20.00 to $28.85 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.

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

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