Collections Representative

American Express

Collections Representative at American Express assisting Card Members with account statuses and credit-related issues. Delivering exceptional service to enhance financial well-being and card usability through customer engagement.

Posted 8/3/2026full-timeTaguig City • 🇵🇭 PhilippinesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities with a focus on delivering superior experiences, resolving inquiries, and adhering to compliance standards. Possesses expertise in credit and collections metrics, ensuring effective communication and problem resolution.

Highest-signal resume keywords

Customer Service ExperienceCredit And Collections ExperienceKey Performance Metrics AchievementVerbal Communication SkillsCompliance Adherence

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Credit Card KnowledgeAuto Loan KnowledgeMortgage KnowledgePerformance Metrics TrackingFirst-Call ResolutionProblem SolvingCall Handling SkillsCustomer Experience Metrics

Soft Skills

Interpersonal SkillsListening SkillsOwnershipDe-Escalation SkillsCustomer Focus

Certifications & Qualifications

Senior Highschool Graduate

Industry Keywords

BPOCustomer ExperienceCSATVOCNPSDollars CollectedPromise To PayRight Party ContactRefer-a-Friend

About the role

Key responsibilities & impact

Deliver a superior customer experience to Card Members who use American Express for its exclusive benefits and services.
Support responsible spending by understanding customer profiles and needs, and recommending the most suitable benefits and products while adhering to compliance guidelines.
Resolve Card Member queries and follow established call conversation models appropriately.
Provide alternative solutions and apply strong call-handling skills to ensure the best possible outcomes for Card Members.
Adhere to quality and compliance standards while achieving first-call resolution.
Make sound decisions and respond effectively to Card Member inquiries.
Demonstrate excellent verbal communication skills.
Maintain a strong customer focus, with the ability to resolve issues, handle objections, and manage challenging service situations.
Exhibit strong interpersonal, communication, and listening skills, with the ability to take ownership and de-escalate situations when required.

Requirements

What you’ll need

At least Senior Highschool Graduate (New curriculum)
At least 1-year of international Credit and Collections experience, supporting products such as credit cards, auto loans, or mortgages; or at least 2-years of experience in an international BPO Customer Service inbound calls environment.
Collections candidates must have 1–year of experience consistently achieving key performance metrics, including Dollars Collected, Promise to Pay (PTP), Right Party Contact (RPC), and/or Refer-a-Friend.
Customer Service candidates must have 2-years of experience consistently meeting or exceeding customer experience metrics, such as CSAT, VOC, NPS, or Vibes.

Benefits

Comp & perks

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities