Analyst- Compliance

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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.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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The Global Risk & Compliance Organization (GRC) is an independent risk management function, led by the Chief Risk Officer, with the objective of ensuring that American Express operates in a safe, sound, and fully compliant manner with all applicable regulatory expectations. GRC creates and maintains the overall risk management framework, performs independent risk management assessments, and monitors applicable risks. Colleagues at GRC are passionate about our dedication to drive the Company’s goals of growth and progress by crafting a culture of risk awareness and proactivity around regulatory matters. 

The Compliance Program Complaints Analytics (CPCA) team is part of the Compliance Risk Management Program and is responsible for providing oversight and analysis of customer complaints to ensure adherence to regulatory requirements and to identify emerging risks. The team’s objective is to identify, monitor, measure, assess, and report on complaints data to uncover trends, root causes, and potential compliance risks. Through in-depth analysis, the team will support the company’s second line of defense by ensuring that complaints are handled in accordance with internal policies and regulatory expectations. By delivering actionable insights and recommendations, the team will drive process improvements and mitigation of potential compliance issues, which will feed into the overall risk management framework of the company.

The CPCA team is looking for an analyst focused on complaints data analysis to identify risks throughout business processes, systems, and platforms, develop and recommend risk mitigation strategies to address these risks, proactively flag high risk themes for intervention, and deliver thematic management reporting related to associated root causes. This will involve collaboration with multiple teams across several business units and functional areas.

Responsibilities:

• Analyze complaints data by applying advanced data algorithms, advanced analytic and modeling techniques to identify trends, emerging risks, and regulatory concerns, performing thorough analysis on root causes.
• Leverage Machine Learning to learn and identify patterns, early warnings, predictions about aspects/ processes touching our customers, from the wide range of Operational, Customer behavior and other structured as well as unstructured data available to us.
• Prototype and simulate use cases for Advanced analytics, ongoing & proactive assessment of analytic results in partnership with relevant teams, leveraging data to tell compelling business stories, with a keen focus on impact & insights.
• Extensively support colleagues from other team with Subject matter expertise and process knowledge to help make insights extremely relevant and actionable for the business
• Drive the development of Key Risk Indicators (KRI) to monitor potential risks associated with recurring complaint themes.
• Produce regular compliance reports for senior management, outlining complaint trends, regulatory risks, and areas requiring further oversight.
• Produce business unit reporting that offer insights into complaint resolution effectiveness and adherence to compliance standards.
• Support the development of dashboards that track complaints volume, resolution timelines, escalation rates, and other metrics, as appropriate.
• Identify systemic issues and recommend remediation strategies to improve regulatory compliance and minimize risks.
• Act as a compliance subject matter expert for complaints data, supporting ad-hoc data and reporting requests.
• Stay informed about changes in regulations and industry standards that may affect the complaint management process and the company’s overall risk profile.
• Link analytics and insights to ongoing strategic initiatives. 

Qualifications:

• Experience in complaints management, compliance, or risk analysis, preferably within a large financial institution.
• Master’s degree in Analytics, Statistics, Operations Research, Computer science, Engineering, or other related fields with at least 3-4 years of experience in the data and analytics
• Technical experience with analytic coding techniques, visualization tools and creating reporting dashboards
• Strong experience in Python environment and libraries (scikit, nltk, pandas and numpy). Working knowledge of statistical/data mining analysis tools, relationship databases and programming languages within the Big data environment

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.