Credit Specialist (Specialised Dunning)

Manpower is currently recruiting for 3 Credit Specialists on behalf of our client, American Express. These are temporary roles, potentially long term with good performance in the role.

Every one of our Credit Specialists represents the American Express brand. They take work seriously because they are more than just a voice on the phone; they're problem solvers and relationship builders. The people you will work with, and the Card Members you will care for, value your passion and unique personality as much as we do.

American Express is a global service company, providing Card Members with exceptional access to products and experiences that enrich lives and build business success. Our Credit department aims to strike the right balance between enabling spend and taking actions to recover balances, prevent fraud and limit exposure for American Express.

In the Specialised Dunning team, you will be responsible for managing first contact resolution with Card Members who are either overdue or have had a rejected direct debit or cheque payment. These Card Members require re-education on the impact of late or rejected payments. You will provide benefits to those Card Members that pay the amount due, encourage continued use of the card and prevent future occurrence through negotiation and education.

Core Responsibilities

You will be part of a team that delivers world class results, both for Card Members and the business. In your role you will:

• Negotiate for the collection of overdue payments;
• Secure the repayment of due and overdue funds;
• Put in place payment commitments that balance the Card Member's ability to repay and ongoing account management;
• Assist Cardmembers that could be in financial hardship
• Uphold the American Express brand image and customer loyalty through outstanding customer service;
• Work to the highest standards with a balanced delivery of both customer experience and shareholder value.

Required Skills

For this role, prior experience in call centres or credit environments is not necessary. More importantly, you must be:

• An excellent communicator with exceptional interpersonal skills;
• Highly assertive with an accomplished telephone manner;
• Computer literate
• Confident taking initiative and making judgement calls;
• Ability to deliver difficult messages
• Able to use negotiation and relationship management skills to provide win-win outcomes;
• Highly self-motivated, results-oriented and positive;
• A team player;
• Attention to detail
• Resilient
• Well-presented and professional;
• Passionate about American Express and customer service.

Our Brighton office is a 24/7 service centre environment. You must be flexible to work in a shift-based role, on a 35 hour per week rota.