Customer Support Analyst - GCCS -Temporary Work Assignment 12 Months

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. 

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

This is a new opportunity within the Global GCCS (Global Centralized Commercial Servicing) Team. GCCS services - 75 of our top Commercial Clients, offering global centralized support.

Unleash your analytical skills to define the future of how we serve our customers. 

 How will you make an impact in this role? 

• Joint ownership & oversight of approx. 80 global GCCS Core clients, collaborating with CSA colleagues across the globe
• Responsible for overseeing the onboarding of PA’s for clients in the core segment, in conjunction with 2 x Onboarding Specialist CCP’s for support
• Ownership & accountability of escalated issues for the core segment, resolving issues independently using your experience and background to reach optimum outcomes for both the business & client. You will be expected to resolve these escalations independently, engaging relevant teams/contacts where needed. You will not be “handing off” these escalations for resolution.
• Provide root cause analysis to prevent future occurrences on escalated issues
• Newly onboarded or re-segmented clients – educate and train on self service opportunities in order to reduce demand into GCCS & ensure that PA’s are utilizing digital where possible working closely with @work trainers
• Partner with GCS colleagues on servicing related projects for your clients, and co-ordinate implementation of these alongside GCCS & other key stakeholders within the wider GCCS team
• Provide high level reporting to the core segment each month, supported by CoE
• Ensure a positive and smooth relationship is maintained with both the client & also key business partners such as GCS. Be able to challenge appropriately when required
• Partner with the global RL team to align on approach taken for all GCRC clients
• Regular direct communication with clients via clients preferred channel of choice (phone (outbound)/email)
• Be a direct point of contact for urgent queries and escalations & be able to respond in real time, re-prioritising tasks when needed
• Feel comfortable with researching local/regional GCCS processes/control/compliance requirements to resolve issues
• Flexible approach to work across global time zones when required
• Strong proven ability to take ownership and be able to prioritize conflicting demands
  

Minimum Qualifications: 

• Phone servicing background a distinct advantage - outbound calls to clients will be required to discuss complex issues to reduce email traffic
• Proven prioritization skills
• Strong Thought Leadership/ability to self-lead
• Positive, customer centric focus.
• CSN servicing team experience is an essential requirement (recent; within past 18 months & for example, from:  PA Servicing OR OPA (CSN) OR ACT OR GCCS OR Corporate Card (preferable at programme level + CPC servicing experience).
• A key component of a CSA role is to independently own & resolve high level, complex escalations end to end, therefore low level SME knowledge within Commercial Servicing, is absolutely essential
• BTA Servicing knowledge/experience a distinct advantage.
• Responsive
• Accountable
• Outstanding proven communication skills – written, spoken & face to face
• Organizational/time management skills are a must in order to handle multiple conflicting requests across the core segment, ensuring that all key parties are kept updated & deadlines are met/exceeded - essential
• Ownership at all times is essential to recognize opportunities to improve the client experience and highlight these to relevant parties, with follow up to ensure these are fulfilled - essential
• Customer First approach/experience – easy/recognize/solve – having the customer experience front of mind in all interactions - essential
• PMO skills to oversee large-scale initiatives relating to programme changes
• Proven ability to challenge positively - essential
• Solution driven, whilst being considerate of process constraints & challenging when appropriate
• Flexibility to work across global time zones when required
• Independent thinking & able to consider longer term/wider team impacts
• Strong knowledge of the global GSG servicing matrix is essential
• Leading without authority to manage Servicing projects across multiple teams
• Excellent proven relationship skills - essential
• Good working knowledge of excel & PowerPoint
• Experience of delivering and exceeding in a fast paced, pressurized environment 

AXP employees will maintain their current salary and may be eligible for a completion bonus at the end of the temporary work assignment. The completion bonus is up to 5% base salary for laterals in band and up to 10% base salary for stretch assignments. The completion bonus amount will also be pro-rated to reflect the length of the assignment.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's 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.

US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.