Credit Specialist - Credit Bust Out

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Every one of our Credit Specialists represent 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 Credit Bust Out team, you will join a group of analysts specializing in the detection of first party fraud. This means you will deal with Card Members who have obtained an American Express card with the intention never to repay the company. It will be your job to analyze accounts based on behavior to determine whether a Card Member is genuine and has intent to pay back American Express. 

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

• Use a variety of internal and external risk assessment tools to pre-empt potential high credit loss accounts;

• Assess the risk of false applications;
• Conduct reviews of card accounts to assess company risk by determining linkages to other accounts, previous personal history, patterns of spend and known indicators;
• Take preventative action on accounts in a timely and accurate manner by placing the appropriate blocks on cards; 
• Escalate all high value, high risk accounts to the Team Leader or above for early warning purposes;

• Work to the highest standards with a balanced delivery of both customer experience and shareholder value.

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

• An excellent communicator with exceptional interpersonal skills;

• Assertive with an accomplished telephone manner; 

• Confident taking initiative and making difficult judgement calls; 

• Able to use negotiation and relationship management skills to provide win-win outcomes; 

• Self-motivated, results-oriented and positive;

• A team player;

• Well-presented and professional;

• Passionate about American Express and customer service.

Employment eligibility to work with American Express in the Netherlands is required as the company will not pursue visa sponsorship for these positions.