Job Description

Merchant Credit Specialist

Merchant Credit team is responsible for merchant debit balance recovery and providing premium service to American Express merchants located across the APAC region. Candidates are required to maximize collection on merchant debit balance dues while providing excellent customer service to our valued Australia, New Zealand, Singapore and Hong Kong merchants. The responsibility under this remit involves all related inquiries, account reconciliation, payment suspension, manual adjustment /debiting, financial gathering, handling clearance of merchant ledgers and merchant insolvency process.

How will you make an impact in this role?

• Maximize merchant contact to establish right party contacts to drive/maximize collection ratio. Candidate is expected to utilize worldwide policies and procedures and strive to offer excellent customer service as well as providing first contact resolutions to our valued merchant.

• Investigate held/suspended payments with merchant and other internal department for resolution.

• Investigate dispute/chargeback cases and liaise with merchants/other internal department accordance to our standard policy.

• Investigate and manage queries related to merchant ledger reconciliation.

• Liaise with various internal departments such as Merchant Services, Dispute Team, Client managers & GMS Risk partners.

• Perform account write offs and clean up activity for aging accounts

• Perform proactive Financial Gathering from merchants

• Review and raise payments adjustments to ensure owing balance are cleared.

• Work with financial controllership team to ensure accounting are done correctly

• This position reports to the Merchant Credit Team Leader.

• Attend team meetings and supports AEM employee activities to maintain a positive and effective work environment

Minimum Qualifications:

• Candidate with at least 1-3 years call centre and/or hospitality background

• Candidate with experience in any collection/risk/ service industry will be added an advantage

• Experience in servicing ANZ/ HK/ SG market is valuable

• Good computer skills/familiarity of computer usage

• Have basic to intermediate knowledge on Microsoft Excel and Microsoft Word.

• Excellent customer service skills

• Strong analytical and problem-solving skills

• Ability to identify and act on issues that may impact customer experience

• Possess Operational Efficiency – turn-around/cycle time of working cases

• Change agent – adaptable and solution based

• Excellent command of English, both verbal & written communication skills.

• Additional languages such as Mandarin and/or Cantonese would be an advantage

• Team player with growth mindset and positive thinking

• Flexible to work on shifts hours as well as weekends & public holidays (when required).

This is role is on a hybrid work schedule.

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.