American Express – First Party, Third Party and UK Process Information And Job Role:

- One of the top 5 card providers from the US. We partner with the clients to service delinquent accounts (pre charge and post charge).
- Collection activities serviced include both 1st party model (First Party) and 3rd party model (Third Party). Not only do we service / perform collections activity over traditional model / techniques, but also, we engage with the card members over digital channels like website, email, chats and SMS.
- We cater to our card members over proactive channel and reactive channel. Customer Experience / Collection Effectiveness is one of the core requirements / competencies expected of a candidate.
- From call handling / soft skills perspective all candidates are likely to display out of the box thought process, negotiate and design customized solution for each unique card accounts basis various demographics / business characteristics and clients defined procedures and processes.
- Purely target oriented business with focus on goals, collection effectiveness, customer experience, generating higher brand value and implement strategies for consistent and best in class output / performance.
- Clients have stringent threshold around quality, compliance, complaints, lawsuits, state laws and other regulatory requirements.
- Client expects us to follow FDCPA and other collection norms followed in the US geography. Other Regulatory requirements include (but are not limited to) Reg B, Reg E, Reg Z, GLBA, TCPA, ECOA, BSA, etc.
- Extension to US inventory we also support clients for UK geography.



Compliance requirements for UK geography are equally important and critical to the business.

AMEX UK Requirements:

- Undergraduate
- Experienced*
- Stable (if experienced - no work gaps)
- SVAR

Skillset Required:

- Good communication
- Customer experience
- BPO experience.
- Agile/ Quick Learner
- Thought process - clarity of thought.

Process type Voice (100%) Incentive Target based (complete login hours - qualifiers) - Dampeners applied on incentive does not follow schedule adherence

Capped incentive potential to earn after 6 months

Shifts 2 shifts (12:30 pm - 10:30 pm and 3:30 pm - 12:30 am)

Offs 2 offs in a week, depending on client requirement One Sat working in a month

OTs No

Sac Offs No

WFO

AMEX US – WLP (First Party) Requirements:

- Undergraduate
- Experienced*
- Reliable (if experienced - no work gaps)
- SVAR

Skillset Required:

- Thought process - response level/ presence of mind.
- Analytic Skills
- BPO experience.
- Good Comms
- Negotiations skills

Process type Voice (100%)

Incentive Target based

Potential to earn incentive post 6 months, basis performance

Shifts 5:30 pm to 6:30 am (IST)

Offs Sat and Sun

One Sat working in a month

OTs No

Sac Offs No

WFH/ WFO WFO

AMEX US – Third Party Requirements:

- Undergraduate
- Experienced*
- Stable (if experienced - no work gaps)
- SVAR

Skillset Required:

- Thought process - response level/ presence of mind.
- Analytic Skills
- BPO experience.
- Good Comms
- Negotiations skills

Process type Voice (100%)

Incentive Target based

Potential to earn incentive post 6 months, basis performance

Shifts 5:30 pm to 6:30 am (IST)

Offs Sat and Sun

One Sat working in a month

OTs No

Sac Offs No

WFH/ WFO WFO

📌 Senior CSA (Mumbai)
🏢 Firstsource
📍 Mumbai