Job Description

• To perform credit servicing call on overdue accounts, whilst delivering the first class customer service;
• Negotiate, collect and perform credit control on credit risk accounts in adhere with ICSSRM policy and procedures;
• Achieve specific performance targets based on call monitoring scores, effectiveness of outstanding balances collected, and daily volume handled / productivity.
• Effectively negotiate with a customer focused mind-set, and discuss alternate payment arrangements and repayment plans for customers in financial difficulty.
• Recommend cancellation, or suspend spending privileges where required, and communicate these actions to customers
• Raise recommendation to write-off handling fees, petty balances or penalty charges, when justified or necessary.
• Following regulatory requests to complete all of the process on time.

• Education: College Graduate
• Prefer candidates to have Customer Service experience.
• Must be willing and able to work any shift within our hours of operations, which includes nights and weekends if necessary.
• Ability to work in a fast paced call center environment, balancing the need to support the inbound call center while meeting production and quality goals.
• Ability to effectively communicate American Express concerns while ensuring customers that they are valued.
• Proven analytical skills with the ability to process large amounts of information in a short amount of time and articulate a workable solution to the customer.
• Computer literate with a solid working knowledge of current internet technology and the ability to research information for business related purposes.
• Must be comfortable making decisions and recommendations in unclear circumstances and be able to manage multiple tasks effectively while progressing through work concurrently.
• Resilient with the desire to continually improve personal performance, customer satisfaction and business brand and demonstrated patience and ability to solve customer concerns.
• Ability to navigate in multiple computer systems while interacting with the customer simultaneously.
• Must be able to effectively listen to the customer, make a connection, acknowledge and empathize when appropriate.
• Must have strong time management skills and the ability to work under pressure and with limited supervision.
• Must have the ability to use good, sound judgment in decision making and the ability to effectively manage change and remain calm in stressful situations.
• Self-motivated and committed to drive results with professional business maturity.
• Have Fluent English speaking and written skills both English and mandarin.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.