Analyst-Customer Advocacy

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 position reports to one of the Managers in Customer Advocacy within the Global Complaints & Privacy organization (GC&P). Global Complaints & Privacy supports a wide variety of processes and sensitive activities such as managing highly complex critical issues on behalf of senior executives, researching and addressing consumer inquiries submitted through a variety of regulating agencies and reviewing complaints to ensure compliance with legal, regulatory and complaint program requirements.
The candidate chosen to fill this Analyst role will be responsible for researching and addressing consumer inquiries submitted through various channels including bank regulators, state attorneys general, and other agencies. The successful candidate will review complaints in a timely manner to ensure compliance with legal, regulatory and complaint program requirements as well as meeting strict service level agreements (SLA).

Key Responsibilities:

• Professionally and efficiently handle sensitive regulatory and agency complaints.\
• Interact with and respond to bank regulators, state and government agencies regarding consumer complaints. 
• Research consumer concerns through American Express applications and various servicing portals (i.e. GSP, CSP, CLIC/GCC, etc.).
• Ensure all requirements set by the U.S. Complaint Policy are met within all written communications.
• Identify process gaps and opportunities for improvements within the CAST process.
• Support and represent American Express by working closely with strategic affiliate contacts such as GCO, Compliance and other GSG affiliates to conduct thorough research.
• Uses strong analytical skills to focus on issues/gaps in the customer journey, evaluate customer claims, generate creative solutions, and evaluate risks.
• Embraces and actively demonstrate customer advocacy and brand advocacy.
• Foster an “ALL in CULTURE environment of “Customer First”, “Process Excellence” and “Growth Mindset” to improve the customer and employee experience.

Minimum Qualifications:

• Experience in Complaints handling of second level reviews for the US market required.
• Gets Results – Ability to ensure accuracy in all deliverables and independently manage case assignments with adherence to business requirements and process controls as well as proven ability to meet deadlines.
• Communicates Effectively – Exceptional written communication skills including legal, compliance and risk perspective with an appropriate balance toward Customer First and quality.
• High degree of integrity, comfort with speaking up for what is right as well as reporting/escalating risks and concerns.
• Builds and Leverages Relationships – Strong relationship management and conflict resolution skills with proven track record of positively collaborating and influencing in a matrix environment to achieve outcomes without direct responsibility.
• Analytical skills are essential for this role with proven demonstration of strong thought leadership, problem solving, and decision-making skills.
• Understanding of Bank/Credit Card Regulations.
• Knowledge of American Express products, services, and processes.
• Strong organizational skills and proven ability to prioritize and manage multiple tasks.
• US market time zone working schedule (i.e. 8:00am – 4:30pm Eastern Standard Time)
• Flexible work schedule to occasionally accommodate shifting volumes.

Preferred Qualifications:

• Previous experience within the regulatory complaint space.
• Experience in Customer Service, Operational Excellence, Compliance or Audit functions.
• Competency in Microsoft Office: Word, Excel, and PowerPoint.
• Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits
• Previous experience within the regulatory complaint space.
• Experience in Customer Service, Operational Excellence, Compliance or Audit functions.
• Competency in Microsoft Office: Word, Excel, and PowerPoint.
• 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 this position.