Team Leader-Operations - 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 Team Leader-Operations Military Service Support Team (SCRA/MLA) will be responsible for managing the day-to-day operations of a team of Customer Care professionals in a non-phone environment. 

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 Team Leader in this role will 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.

Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results. This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs).

Candidate will be responsible for, but not limited to the following:

• Lead a team of direct report CCPs and provide support for colleagues within the Military Service Support Team.
• Proven problem solving, decision making, and strong analytical skills are necessary to manage the day-to-day inventory of cases.
• Perform with a keen eye for detail to ensure accuracy and compliance with regulatory requirements during case handling.
• Develop a strong understanding for the team’s and American Express’ role and responsibilities in adhering to the SCRA and MLA regulation.
• Work independently and/or as a part of a team to effectively manage day-to-day case inventory.
• Lead and perform with an "audit" mindset to identify and prevent potential operations and/or compliance failures.
• Deliver tailored, inspirational and effective coaching to CCPs.
• Partake in the selection, training and development of high performing and highly engaged team members for the Military Service Support Team.
• Provide tailored coaching and feedback through consistent interactions during one-to-one and team discussions with CCPs.
• Ensure CCPs have the resources needed to be successful in their role daily.
• Contribute actionable ideas for performance improvement at an individual and team level.
• Inspire and motivate team members to have a passion to serve with integrity.
• Create and maintain an environment of belonging where colleagues know they and their contribution are valued and welcomed.
• Be the point of escalation for Care Professionals and customers needing additional support.
• Ensure adequate staffing levels to maintain service levels and customer satisfaction.
• Ensure all customer inquiries have been managed effectively and efficiently.
• Lead and maintain employee satisfaction and engagement by using reward and recognition tools available.
• Lead by example, promoting blue box values and encouraging a productive and positive work environment.
• Challenge your team to continuously raise the bar in productivity and service provided.
• Build talent pipeline by developing colleagues for growth opportunities and succession planning
• Follow up on and action emails and other requests from colleagues within and outside of the department.
• Provide regular updates on the current state of the business to help the team to understand departmental priorities and how their role contributes to our success.
• Ensure our department remains compliant with all processes and policies.
• Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers.

Minimum Qualifications:

• 2+ years of experience leading a team of 10 or more colleagues.
• Strong ability to identify and mitigate risks.
• Proven ability to handle multiple priorities, and strong decision making.
• A natural and inspirational coach - a proven motivator of people.
• Demonstrated superior communication/interpersonal skills.
• Ability to be agile in thought process and strategy.
• Proven ability to drive improvements in team performance.
• Proficient in Microsoft applications such as Word, Excel and PowerPoint.
• Creative and dynamic thinker who is effective even when working with unclear or evolving circumstances.
• Flexibility in Scheduling based on business needs.

Preferred Qualifications:

• Experience leading processes with high regulatory oversight.
• Bachelor’s degree in business administration or other similar areas of studies.

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.