Team Leader-Operations

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

US Credit is seeking an experienced Team Leader to lead the Credit Escalation and Assist Team. Successful candidates will be responsible for motivating, engaging, developing, and inspiring a group of highly talented colleagues to be their best versions of themselves. In addition, they will be responsible for driving results and achieving performance targets in delivering extraordinary service and best in class collections results.

As part of GSG, the Global Credit and Fraud Operations vison is to provide the world’s best credit experience every day. The Credit Escalation and Assist Team (CEnA) aims to strike the right balance between helping our customers and colleagues needs through the handling of assist and escalated calls.

Team Leaders in US Credit Operations are ambassadors of the brand and must inspire & motivate their team of 10-15 Credit/Collection Specialists, supporting both Consumer and Small Businesses (SBS) Card Members. With a focus on performance management and development, our leaders act as change agents with a Customer First approach to ensure we are delivering key performance metrics and business priorities. Specifically, this position manages a team of credit/collection specialists that are responsible for providing support and guidance to our card members and internal clients across all credit segments. They will be required to address and resolve card member escalations, disputes, or concerns in timely and compliant manner. In this role, collaboration is essential as you must create or utilize an established network, in order escalate or resolve Card Member inquiries. On a regular basis, the candidate is expected to drive long term solutions to frequently occurring CM escalations or friction points across US Credit Operations.

Core qualities:

• Customer First mindset with a commitment to winning.
• Supreme sense of urgency for our people and customers, including raising issues and creating path to solutions.
• Thought leadership/strategic thinking/problem solving, especially through extensive collaboration.
• Ability to inspire and motivate others to have a passion to serve.
• Strong relationship management skills and executive presence, with commitment to go beyond requirements of the position to achieve result.
• Ability to work as part of a team but also independently, under pressure, and maintain quality work.
• Exemplary integrity, personal accountability, confidentiality, and respect for people.
• Demonstrated consultative skills with both internal and external customers.
• Not on any current level of counseling.

Minimum Qualifications:

• Strong communication, analytical, negotiation and customer service skills ensuring American Express profitability while maximizing recovery of outstanding balances.
• One year of leadership experience required
• Be adaptable in implementing the various Credit Conversation models to drive effective conversations, supporting improved collection, while mitigating risk, or losses.
• Ability to manage Efficiency and Effectiveness results.
• Procedural Adherence and Compliance Quality.