- Providing excellent customer service through inbound and outbound customer contact, addressing inquiries and concerns related to customer accounts.
- Managing credit accounts, including supporting collections activity on overdue balances where required.
- Assessing and understanding customers' financial situations to offer appropriate solutions and payment arrangements.
- Analysing account risk and making informed spend decisions in line with credit policies, clearly communicating outcomes to customers.
- Using negotiation and relationship management skills to achieve positive outcomes for both customers and the business.
- Liaising with relevant back-office teams, account managers and stakeholders to support account management.
- Gathering and submitting financial information for underwriting reviews and appeals.
- Ensuring all account activities and customer interactions 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.

RESPONSIBILITIES

What your responsibilities will include

- Providing excellent customer service through inbound and outbound customer contact, addressing inquiries and concerns related to customer accounts.
- Managing credit accounts, including supporting collections activity on overdue balances where required.
- Assessing and understanding customers' financial situations to offer appropriate solutions and payment arrangements.




- Analysing account risk and making informed spend decisions in line with credit policies, clearly communicating outcomes to customers.
- Using negotiation and relationship management skills to achieve positive outcomes for both customers and the business.
- Liaising with relevant back-office teams, account managers and stakeholders to support account management.
- Gathering and submitting financial information for underwriting reviews and appeals.
- Ensuring all account activities and customer interactions 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.

QUALIFICATIONS

What skills we feel you'll need to be successful

- Solid communication and negotiation skills, with a confident telephone manner.
- Empathetic and patient approach when dealing with customers and their financial situations.
- Ability to handle difficult conversations and remain calm under pressure.
- Ability to work both independently and as part of a team.
- Ability to quickly learn and adapt to new software and systems.
- Strong analytical, numerical and problem-solving skills, with the ability to assess risk and make sound decisions.
- Ability to take initiative, proactively seek information and elevate matters when appropriate.

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📌 Inbound Credit Collections Specialist (Sydney)
🏢 American Express
📍 Sydney