Job Description

As a Credit Specialist, you will play a key role in protecting the company's credit portfolio while delivering exceptional customer service. You will support customers through both voice and non-voice channels, make informed credit decisions, and perform risk assessments that enable responsible spending while balancing customer experience with sound credit risk management.

• Deliver professional credit servicing and collections support through inbound and outbound customer interactions while providing an exceptional customer experience.

• Perform non-voice credit operations, including Enable Spend activities, customer financial assessments, credit limit increase evaluations, and card support requests based on established risk assessment guidelines.

• Review and process pre-authorizations and make credit limit override decisions to enable customer spending within established credit policies.

• Assess customer accounts and perform credit control activities in accordance with company policies, procedures, and regulatory requirements.

• Analyze customers' financial circumstances to make sound credit decisions that appropriately balance customer needs and portfolio risk.

• Effectively negotiate payment arrangements and repayment plans with customers experiencing financial difficulties while maintaining a customer-focused approach.

• Recommend appropriate account actions, including suspension of spending privileges or account cancellation, and communicate these decisions clearly and professionally.

• Recommend fee waivers, petty balance write-offs, or penalty charge adjustments when appropriate and in accordance with policy.

• Achieve individual performance targets, including quality, productivity, collection effectiveness, customer satisfaction, and operational accuracy metrics.

• Identify opportunities to improve customer outcomes while effectively managing credit risk and ensuring compliance with company policies.

Minimum Qualifications:

• Fluent in Cantonese, Mandarin, and English, with strong verbal and written communication skills.

• Minimum 1 year of experience in Credit, Loan Operations, Collections, Customer Service, Financial Services, or a related field.

• Experience in credit assessment, financial analysis, or risk-based decision-making is an advantage.

• Strong analytical and problem-solving skills with sound judgment in decision-making.

• Customer-focused with excellent negotiation, communication, and interpersonal skills.

• A collaborative team player with a high level of personal accountability and integrity.

• Demonstrates a growth mindset and willingness to continuously learn and develop.

Compliance Language:

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

• Support for financial-well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

• Flexible working model with hybrid or onsite 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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.