TM Credit & Collect-T3-II

The Underwriting Coordinator (UWC) plays an important role in managing the customer journey throughout the commercial and consumer underwriting process. This position serves as a key connection between customers and the underwriting process, delivering a consultative experience while gathering the financial information and documentation necessary to support underwriting decisions.

The UWC is responsible for communicating clearly with internal and external American Express customers, helping them understand underwriting requirements, decisions, and available options. Success in this role requires accuracy, sound judgment, strong customer advocacy, and the ability to effectively manage multiple systems and workstreams in a fast-paced, metric-driven environment.

• Guide customers through the underwriting process by providing clear, consultative support and explaining requirements and next steps.
• Collect, review, and accurately document financial information and supporting documentation required for underwriting.
• Communicate underwriting decisions and outcomes professionally, including delivering difficult or sensitive messages when necessary.
• Provide customers with appropriate options and guidance based on the underwriting outcome.
• Manage multiple systems, customer interactions, and workstreams simultaneously while maintaining n
• Meet established customer experience, quality, productivity, and performance expectations.
• Ensure quality, regulatory requirements, internal policies, and compliance standards are consistently embedded throughout the underwriting process.
• Contribute to a collaborative and inclusive team environment focused on delivering strong outcomes for customers and the business.

Minimum Qualifications:
• 2+ years of customer service experience in a financial services or call center environment.
• Comfortable navigating multiple systems while simultaneously interacting with customers.
• Proficient in multitasking and efficiently managing varying account types and work streams.
• Ability to exercise sound judgment and resolve complex customer issues in an ambiguous environment.
• Strong communication skills, including the ability to deliver difficult messages to customers and clients while maintaining positive working relationships.
• Ability to work effectively in a cohesive team environment.
• Intermediate proficiency in the MS Office Suite.

Preferred Qualifications:
• Highly consultative and self-motivated individual.
• Strong will-to-win and ability to thrive in a metrics-oriented environment.
• Willingness to work in a hybrid role at the service center location.