American Express Team Leader Operations - Home Based Credit Past Due in Boston, Massachusetts

Team Leader Operations- Home Based Credit Past Due

Team Leaders in the Global Credit Network work to service their people in a dynamic, ever changing environment. This is a critical role, as they are ambassadors of “the brand”. They have the opportunity to excite our customers and deliver on the brand promise. They inspire and motivate their team through coaching and development. They are responsible for looking for ways to make their best employee even more effective and drive results in various key performance metrics. They act as change agents and are a critical resource for enabling and motivating their team to deliver extraordinary customer care. Responsibilities include but not limited to the following:

  • Day-to-day coaching and effective change management for a team of 10-15 front line credit/collections specialists that service and manage past due accounts via inbound/outbound dialer telephone contact
  • Be accountable to effectively drive results to raise the bar on key metrics
  • Be accountable for floor management, ensuring proper production levels, training and retaining employees
  • Regularly communicate the status of the business, progress against goals and ensure direct report are well informed about issues that affect them and their customer
  • Ensure accuracy and quality of customer service through effective monitor techniques and workflow observance
  • Key department metrics are defined by leaders in: Productivity, Quality, Compliance and Collections
  • On-Going flexibility is required as this is a 24x7 call center environment in regards to shift and days worked /This is a virtual, work from home position. If you live within 35 miles of one of our service centers (Phoenix, AZ; or Sunrise, FL) please review our careers site for positions located onsite at one of these centers. */ / */

  • Minimum 3 months recent leadership experience managing teams of 10-15 individuals in the Low or High Balance Past Due segment of Credit Operations

  • 1 year of successful leadership experience in virtual metric driven environment
  • This individual is results oriented, demonstrates enthusiasm, resilience and a will to win attitude
  • They must have the ability to effectively communicate verbally as well as in writing
  • Be able to delegate, build strong relationships, drive continuous process improvement and handle multiple priorities
  • Candidates should show desire to take on additional tasks, and have flexibility in work assignments based on business needs
  • They need to be an analytical thinker, problem solver and decision maker
  • Effective coaching, training and development of others are required as well as having strong time management, organizational and follow through skills
  • Demonstrated ability to effectively teach strong negotiation and decision making skills ensuring profitability while maximizing recovery of outstanding balances, documents or resolving escalations
  • Must be proficient in Microsoft applications such as Word, Excel, PowerPoint as well as, familiarity with mainframe applications
  • Self-Starter and able to work independently with minimum direction
  • Demonstrated ability to influence, lead and inspire remotely
    Preferred Qualifications:
  • Bachelor's degree
  • HBS Interim Team Leader (ITL) CEN leadership experience “Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.”

Job Operations

Title: Team Leader Operations - Home Based Credit Past Due

Location: AL-Montgomery

Requisition ID: 17004812