Account Resolution Specialist (Cantonese speaking, UK & HK markets - Evening shift)

American Express

  • Kuala Lumpur
  • Permanent
  • Full-time
  • 1 month ago
At American Express, our culture is built on a 175-year history of innovation, shared 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?This position is responsible for providing operational support those results in optimizing the Collection performance of the Cancelled Collections portfolios. The required support is provided to external vendors and internal business partners. The position is required to complete tasks, timely and accurately which ensure compliance with internal policies and procedures. Completion of the tasks will also ensure compliance to external requirements, such as Sarbanes Oxley and local laws.Principal Responsibilities:
  • Responsible for handling first call resolution and closure of predominately external agency and some card member enquiries received through voice, email and written correspondence, with the objective to resolve service related items and the correct actioning of card member accounts.
  • Meet all required market compliance training to accurately service incoming calls from external agency and card member from respective markets.
  • Handle over the phone complaints and direct complainants to correct channel should complainants wish to escalate.
  • Investigate and action card member disputes and provide feedback and/or outcome to requesting party.
  • Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email.
  • Update financial adjustments within designated timeframes to the correct ledgers.
  • Prepare and send Direct Debit, Paid in Full, Settled in Full & Default correspondence to card members as required.
  • Understand and comply with all Sarbanes Oxley testing requirements; for example work list penetration timeliness, accelerated write accuracy and timeliness and agency invoice payment processing requirements.
  • Achieve an accuracy score of 96% or greater through the Quality Assurance assessment process each month.
  • Upon request, action other collections related tasks and projects as and when required.
QualificationProficiency in Microsoft Excel. Excellent skill in pivot table, VLOOKUP and macro would be advantageous.
  • Strong analytical skills with attention to accuracy and detail.
  • Able to make sound decisions effectively and promptly with minimum supervision.
  • Good self-discipline, able to work to deadlines and handle multiple tasks.
  • Ability to work across multiple cultures and commercial environments.
  • Good interpersonal skills, mature and patience in handling difficult situations.
  • Strong team player.
  • Excellent communication skills in English both verbal and written. Additional languages such as Mandarin or Cantonese would be advantageous.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
  • 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 or onsite 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

American Express