Project Analyst II - Military Service Support Team (SCRA/MLA)

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.

The Project Analyst II – Military Service Support Team (SCRA/MLA) acts as a liaison between the operations and project teams, ensuring smooth coordination and alignment of goals.  The successful candidate in this role will also support operations by identifying risks, tracking operational progress and providing insights to enhance efficiency, compliance and overall success of the operations.

The CFN Military Service Support Team reviews and actions requests for account financial protection for US military Servicemembers, under the Servicemembers Civil Relief Act (SCRA) and the Military Lending Act (MLA).  This team aims to achieve 100% accuracy and timeliness in the handling of requests to ensure our customers who serve in the US Military receive the highest level of customer care.  The SCRA and MLA are highly regulated areas, and the Project Analyst II will partner with the operations leaders to ensure that our Customer Care Professionals (CCPs) and thereby American Express remain compliant with these regulations as well as with American Express’ high standard of service.

This role will be responsible for but not limited to the following:

• Participate in and contribute to projects that improve the controls, experience, efficiency, and effectiveness of Operations.

• Take the lead in raising and documenting identified Operations Issues and Risk Events to include tracking and reporting.

• Manage track and provide timely reporting on operational gaps, complaints received and other indicators potential risk.

• Review and action Smart Monitoring Alerts in collaboration with coaches, Team Leaders and Compliance.

• Review case handling processes and CHC documents and collaborate with Team Leaders and Compliance make improvements where necessary.

• Develop a strong understanding of operational procedures, systems and partnering teams and act project liaison.

• Develop a strong understanding of and review operations’ reports and action as needed in collaboration with coaches and Team Leaders.

• Collaborate with Operations and partnering teams to drive compliance and timely delivery on key initiatives and programs.

• Collaborate with GOCM and Ops leaders to deliver on daily operational tasks such as distributing aging or special handling inventory when needed.

• Support on additional tasks and have flexibility in work assignments based on business needs.

Minimum Qualifications:

• Strong organizational and collaborative skills.

• Demonstrated ability to recognize potential risks, escalate concerns and apply risk management principles.

• Strong accuracy in documentation, reporting and monitoring activities.

• Clear written and verbal communication skills for reporting findings and collaborating with cross-functional teams.

• Capacity to recommend solutions and process improvements while balancing regulatory requirements.

• Advanced PowerPoint, Excel and Word.

• The candidate must demonstrate the ability to succeed in a highly regulated environment that demands resilience, adaptability and sound judgement, even when circumstances are unclear or evolving.

• Experience building strong relationships, driving continuous process improvement and executing on multiple competing priorities.

• Ability to drive results with minimal supervision.

• The ability to research and seek out relevant information.

• Ability to influence without direct authority and demonstrate sound judgement in decision making.

Preferred Qualifications:

• 2+ years’ experience in an operations leader, operations support person, or project Analyst role.

• Familiarity with the core requirements of SCRA and MLA regulations.

• Bachelor’s degree in business or other similar areas of study.

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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.

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