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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
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The Global Servicing Network is part of the Global Services Group and is the single largest unit of American Express addressing the servicing needs for Global American Express customers and partners by providing 24 by 7 Relationship Care®.
The Oversight and Analytics team provides support to the complaint resolution teams within GCRS supporting a wide variety of processes and sensitive activities such as the review of Card Member complaints to ensure accuracy and completeness, managing highly complex escalations on behalf of senior executives, researching and addressing consumer inquiries submitted through a variety of regulatory agencies and servicing Card Members through our digital social media channels
Key Responsibilities:
This Analyst will work with, the Manager-Operations of the Oversight and Analytics Team to support the larger organization of GCRS in the Audit Readiness and Internal Control Testing through the following:
- Support the Audit Readiness activities for multiple International Markets
- Support the Internal Control testing for multiple Markets.
- Support process enhancement projects globally
- Support internal and external audit requests.
- Support the on-boarding of any processes within any Market.
- Identify and mitigate risks within various processes.
- Deep dive complaint processes to identify handling gaps
- Perform mock audit exams for key processes.
- Support the creation of process documentation, i.e., procedures, job aids and process maps.
- Report performance metrics around the health of the processes
- Manage internal project initiatives across all GCRS complaint resolutions teams.
- Present trends and themes to senior leaders of the organization
- Uses strong analytical skills to identify efficiencies and drive process improvements across all complaint resolution teams
- Foster an “ALL in CULTURE” environment of a “Customer First” mentality to improve the customer and Colleague experience
Minimum Qualifications
- Bachelor’s Degree or equivalent business experience
- Understanding of Bank/Credit Card Regulations
- Working experience of internal systems: GSP, CSP, GO2, Monocle, ECCO, MicroStrategy, Archer, etc.
- Ability to interact cross-functionally and drive results.
- Knowledge of American Express products, services, and operational processes
- Strong organizational skills and proven ability to prioritize and manage multiple tasks.
- Ability to present information to senior leaders of the organization.
- Ability to identify the root cause of a systematic or process breakdown.
- Strong knowledge of the Complaint process
- Ability to ensure accuracy in all deliverables and independently oversee daily operations with adherence to business requirements and process controls.
- Flexibility in response to changing circumstances.
- Resolves and/or escalates issues in a timely manner.
- Competency in Microsoft Office: Excel, PowerPoint, and SharePoint
- Passion for your work and a sense of humor
- This role is required to be on-site 3 days/week.
Preferred Qualifications
- Past work experience in Customer Service, Operational Excellence, Compliance or Audit functions
- Should not be on any level of counseling
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
