Credit Collection Specialist

We are seeking an enthusiastic and customer-focused Credit Collections Specialist to join our Consumer & Small Business Credit team. If you are a self-motivated, positive individual who enjoys helping customers while delivering great outcomes, we'd love to hear from you.

This is a call-centre based role and as part of the team, you will be responsible for delivering exceptional service to our Consumer & Small Business customers across Australia and New Zealand. You will bring our service commitment to life by supporting customers through collections-related conversations and account management with empathy and professionalism. In this role, you'll deliver outstanding customer service while adhering to our credit policies, supporting appropriate customer outcomes, and helping to minimise losses.

When you join us, you will receive a structured training program, along with ongoing coaching and support to help you succeed in the role.

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.

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
• 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

• Experience in customer service, credit or similar role.
• Customer-centric mindset with strong communication and negotiation skills.
• Empathetic and patient approach when dealing with customers in financial hardship.
• Ability to handle difficult conversations and remain calm under pressure.
• Ability to work both independently and as part of a collaborative team.
• Ability to quickly learn and adapt to new software and systems.

• Providing excellent customer service by addressing inquiries and concerns related to customer accounts.
• Managing collections activities for assigned accounts, including timely follow-ups and appropriate customer contact.
• Assessing and understanding customers' financial situations to offer appropriate hardship solutions.
• Monitoring and managing assigned accounts to ensure accurate records and timely action.
• Ensuring all collection activities are documented accurately and thoroughly in the company's systems.
• Participating in team meetings and training sessions to stay informed about company policies, procedures, and best practices.