American Express Hiring Credit Collections Associate (Gurugram) | Freshers Eligible

Job Description

The Consumer Credit department includes several teams that work to uphold American Express' ideals. You will complete an extensive 8-week training program and get access to a wide range of tools, so you can make informed decisions in most situations. After training, you will receive monthly coaching to help you reach your full potential.

Key Responsibilities

• Recover overdue balances so customers can keep spending, while reducing risk and making sound decisions in difficult customer situations.
• Show empathy and compassion in every interaction, especially in sensitive and vulnerable conversations.
• Keep a calm, non-judgmental tone, even under high pressure.
• Handle customer information with integrity and follow all quality, regulatory and compliance guidelines.
• Offer consultative support and recommend products or solutions suited to each Card Member.

Experienced team members will support you with challenging customers at first. As your confidence grows, you will make informed decisions in most cases.

Shifts and teams vary, and flexibility is required based on business needs. This role works on a rotating shift pattern.

Qualifications

Minimum Qualifications:

• Computer literate, able to work across several systems and applications at once, quickly and accurately.
• A natural communicator who builds relationships, listens actively and adapts conversations to each Card Member's style.
• Resilience and empathy to manage a steady stream of diverse customer calls, including vulnerable customers, while meeting performance metrics.
• A problem-solver who evaluates Card Member issues and offers creative solutions, aiming to resolve them on the first contact.
• Strong negotiation, analytical and decision-making skills, with attention to detail and the ability to be assertive.
• Flexible, adaptable and able to work as part of a team in a supportive, collaborative environment.

Preferred Qualifications:

• Credit experience, ideally in a contact center environment.

About the Company

American Express's culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and a commitment to back customers, communities and colleagues. The company delivers differentiated products and world-class customer service, operating with a strong risk mindset to uphold its brand promise of trust, security and service.

As part of Team Amex, you get comprehensive support for your well-being and many chances to learn new skills, develop as a leader and grow your career. Your voice and ideas matter, your work makes an impact, and together you will help define the future of American Express.