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 & GMNS 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 – 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).

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

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.