Job Description

We are seeking enthusiastic and vibrant individuals to join our Consumer & Small Business Credit team in a Chat role. If you are a self-motivated and positive individual, why not join our team?

As part of the team, you'll be responsible for managing and servicing with excellence our Consumer & Small Business segment for Australia & New Zealand through our digital chat channel. You'll be sharing our commitment to the service intent and our passion for customer service, while supporting customers through collections-related conversations and account management. This position is responsible for delivering extraordinary customer service whilst ensuring we adhere to our credit policies, support appropriate customer outcomes, and minimise losses.

We will provide you with a structured training program when you begin, and ongoing guidance to support you.

Responsibilities

What your responsibilities will include:

• Providing excellent customer service through chat by addressing inquiries and concerns related to customer accounts.
• Managing collections activities through digital chat, including negotiating payment arrangements and supporting recovery outcomes.
• Assessing and understanding customers' financial situations to offer appropriate hardship solutions.
• Monitoring and managing assigned accounts to ensure accurate records and timely action.
• Ensuring all collection activities and customer interactions are documented accurately and thoroughly in the company's systems.
• Handling complex customer queries while adhering to compliance requirements, credit policies and market regulations.
• Participating in team meetings and training sessions to stay informed about company policies, procedures, and best practices.

Qualifications

Minimum Qualifications:

• Strong communication skills with the demonstrated ability to handle highly complex and manual queries.
• Passionate about the Brand and Customer Service.
• Strong understanding of American Express Policies & Procedures.
• Ability to work both independently and as part of a team.
• Empathetic and patient approach when dealing with customers in financial distress.

Preferred Qualifications:

• Strong written communication and typing skills, with the ability to manage multiple chat conversations simultaneously while maintaining accuracy, professionalism and a positive customer experience.
• Ability to handle difficult conversations and remain calm under pressure.
• Ability to quickly learn and adapt to new software and systems.

Shift Window - 4AM-1PM