Team Leader-Advanced Collections Mitigation Unit

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?

Team Leaders in our Collections Operations work to service their people in a dynamic, ever-changing environment. This is a critical role, as they are ambassadors of “the brand”. They inspire and motivate their team through coaching and development. They are responsible for looking for ways to make their best employee even more effective, to turn around poor performers and drive results in various key performance metrics. They act as change agents and are a critical resource for enabling and inspiring their team to deliver extraordinary customer care, while consistently improving team results and delivering on the brand promise.

The position manages a team of Senior Collections Specialists that service late stage/pre-agency Small Business and Consumer accounts. The portfolio consists of both cancelled relationships and high-risk customers. The leader is accountable to effectively drive results to raise the bar on key metrics. They will be responsible for floor management, ensuring proper production levels, training, retaining employees as well as communicating the status of the business, progress against goals and ensuring direct reports are well informed about issues that affect them and their customers. The coaching provided will include call monitoring, account reviews, real time feedback, and resolution of escalated issues.

This leader will ensure accuracy and quality of customer service through effective monitoring techniques and workflow observance. They will provide direction to staff by assessing overall skills and readiness levels. Driving continuous improvement and managing change to effectively motivate and retain employees are part of their responsibilities.

Minimum Qualifications

• Proven track record of driving results.
• Must have 2+ years’ experience managing late stage/pre-agency collections specialists, especially in a call center environment.
• Must have exceptionally strong negotiation and decision-making skills ensuring profitability while maximizing recovery of outstanding balances, documents, or resolving escalations.
• Demonstrate enthusiasm, resilience under stress, and a will to win attitude.
• Customer oriented and willing to help people.
• Effectively communicate verbally as well as in writing with all levels of management
• Build strong relationships, drive continuous process improvement, and handle multiple priorities.
• Be an analytical thinker, problem solver and decision maker.
• Desire to take on additional tasks and have flexibility in work assignments based on business needs.
• Effective coaching, training and development of others as well as having strong time management, organizational and follow through skills.
• Proficient in Microsoft Suite products. (excel, PPT, word)
• Work independently with minimal supervision and as part of a team effort with solid relationship skills.
• Ability to work with cross-functional teams.
• Understanding of applicable laws and regulations and the need to be compliant with internal or external guidelines and rules.
• Display highest level of integrity when dealing with customers/employees and processes.

Preferred Qualifications