Job Description

Merchant Credit Specialist

Merchant Credit team is responsible for merchant debit balance recovery and providing premium service to American Express merchants located across the APAC region. Candidates are required to maximize collection on merchant debit balance dues while providing excellent customer service to our valued Australia, New Zealand, Singapore and Hong Kong merchants. The responsibility under this remit involves all related inquiries, account reconciliation, payment suspension, manual adjustment /debiting, financial gathering, handling clearance of merchant ledgers and merchant insolvency process.

Responsibilities

How will you make an impact in this role?

Maximize merchant contact to establish right party contacts to drive/maximize collection ratio. Candidate is expected to utilize worldwide policies and procedures and strive to offer excellent customer service as well as providing first contact resolutions to our valued merchant.
Investigate held/suspended payments with merchant and other internal department for resolution.
Investigate dispute/chargeback cases and liaise with merchants/other internal department accordance to our standard policy.
Investigate and manage queries related to merchant ledger reconciliation.
Liaise with various internal departments such as Merchant Services, Dispute Team, Client managers & GMS Risk partners.
Perform account write offs and clean up activity for aging accounts
Perform proactive Financial Gathering from merchants
Review and raise payments adjustments to ensure owing balance are cleared.
Work with financial controllership team to ensure accounting are done correctly
This position reports to the Merchant Credit Team Leader.
Attend team meetings and supports AEM employee activities to maintain a positive and effective work environment

Qualifications

Minimum Qualifications:

Candidate with at least 1-3 years call centre and/or hospitality background
Candidate with experience in any collection/risk/ service industry will be added an advantage
Experience in servicing ANZ/ HK/ SG market is valuable
Good computer skills/familiarity of computer usage
Have basic to intermediate knowledge on Microsoft Excel and Microsoft Word.
Excellent customer service skills
Strong analytical and problem-solving skills
Ability to identify and act on issues that may impact customer experience
Possess Operational Efficiency - turn-around/cycle time of working cases
Change agent - adaptable and solution based
Excellent command of English, both verbal & written communication skills.
Additional languages such as Mandarin and/or Cantonese would be an advantage
Team player with growth mindset and positive thinking
Flexible to work on shifts hours as well as weekends & public holidays (when required).

This is role is on a hybrid work schedule.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our 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.

About the Team

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, 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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