Job Description

You Lead the Way. We\xe2\x80\x99ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we\xe2\x80\x99re supporting our customers\xe2\x80\x99 financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what\xe2\x80\x99s possible \xe2\x80\x94 and we\xe2\x80\x99re proud to back each other every step of the way.
When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That\xe2\x80\x99s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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 and handling clearance of merchant ledgers and merchant insolvency process.
Roles & responsibilities:

• 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:

• 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 \xe2\x80\x93 turn-around/cycle time of working cases
• Change agent \xe2\x80\x93 adaptable and solution based
• Excellent command of English and Cantonese, both verbal & written communication skills.
• Team player with growth mindset and positive thinking
• Flexible to work on shifts hours as well as weekends & public holidays (when required).

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

• Location: Menara Prestige, Jalan Pinang, Kuala Lumpur office location \xe2\x80\x93 Based on the evolving situation with Covid-19, we will conduct a new hire orientation virtually. From there your training and/or work will be remote until the situation with Covid-19 allows us to move back into our building.
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
• At American Express\xe2\x80\x99 discretion this position may be work from home and adjusted back to \xe2\x80\x9cin office\xe2\x80\x9d at any time

Why American Express?
There\xe2\x80\x99s a difference between having a job and making a difference.
American Express has been making a difference in people\xe2\x80\x99s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We\xe2\x80\x99ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they\xe2\x80\x99re ready to take on a new career path, we\xe2\x80\x99re right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don\xe2\x80\x99t make a difference without it.
Don\xe2\x80\x99t live life without it.