Job: Customer Care Professional - T2 - Returned Payments

American Express has been in existence for over 157 years servicing its customers with integrity, trust, security, and quality.



Today, these attributes still form the foundation of our American Express brand.



American Express employees are engaged and have a passion for their work. Our continued success is solely dependent on the talent that we attract to our organization, and the response that our people make to an ever-changing environment. Every new member of our global team has the opportunity to become a participant and not an observer, and by using your unique skills and background you can help us deliver superior products and services to our shareholders, customers and employees.



We currently have Customer Care Professional openings in our Risk Customer Servicing Network department.



As a Customer Care Professional in a collections capacity, you will handle high-volume inbound and outbound calls.



Returned Payment Customer Care Professionals are knowledgeable about American Express products, can diffuse difficult customers and can negotiate the satisfaction of returned payments, all while providing extraordinary customer care to our Cardmembers.



Your ability to sensitively handle potentially embarrassing returned payment situations while expressing the utmost respect for our Cardmembers is vital to this team. By making sound decisions while assisting the Cardmember, you can create a positive experience and truly differentiate American Express from the competition.



Utilize your negotiation and influencing abilities by offering our Small Business customers solutions to managing a small business using products and services from the American Express Portfolio.



All telephone calls are to be handled in a timely and efficient manner while following established credit procedures. Additionally, you will be expected to stay within acceptable performance standards and quality goals.



American Express provides a competitive base pay salary of $14.41 per hour or above based on experience. Collections roles enjoy variable pay associated with collector effectiveness.



Business hours of operations are seven (7) days a week from 5:00 a.m. to 10:00 p.m. Shift differentials for nights and weekends are provided. Candidates must be flexible.



**This is a full time opportunity



**LOCATION: 20022 N 31st Avenue NW Phoenix/31st Avenue & Beardsley

101 & I-17



**Mandatory training for this position is conducted Monday through Friday during the day shift hours.

Qualifications:

2+ years customer service experience

Excellent consultation, persuasion and negotiation skills

Proven problem solving and decision making

Strong oral communication skills

Proficiency in MS Office environment

Flexibility on both day and evening schedules: weekend availability is required

High school diploma or equivalent required



Preferred Qualifications:



Financial Services/Collections and/or Risk industry experience

Knowledge of FDCPA and Fair Credit Act regulations and policies

Previous call center experience