Job Description

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 Global Servicing is the single largest unit of American Express addressing the servicing needs for Global American Express customers and partners by providing 24 by 7 Customer First ethos. The Complaint Management Center of Excellence teams support a wide variety of processes and sensitive activities such as managing highly complex escalations 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.

How will you make an impact in this role?

Ability to ensure accuracy in all deliverables and independently oversee daily work with adherence to business requirements and process controls.


Demonstrated experience handling multiple priorities with strong attention to detail and excellent follow up skills.


Passion for the customer experience through the regulatory and compliance lens


A strong ability to make sound business decisions, analyze complex card member issues and eliminate defects via Process Excellence needed to succeed in the challenging and rewarding position


High degree of integrity, comfort with speaking up for what is right as well as reporting/escalating risks and concerns.


Strong relationship management and conflict resolution skills with proven track record of positively collaborating and influencing in a matrix environment to achieve outcomes with and without direct responsibility.


Exceptional problem solving combined with strong interpersonal skill


Analytical skills are essential for this role with proven demonstration of strong thought leadership.


Excellent communication skills, both verbal and written; ability to articulate and present vision or concepts that educate and influence senior level thinking; ability to integrate multiple viewpoints and synthesize key messages into high-impact communications.


Knowledge of products and services and prepared to learn additional products, services and functions.


Ability to deliver exceptional treatment to both internal and external customers.


Appropriately handles sensitive information with confidentiality.


Demonstrated ability to influence without authority.


Flexibility in work schedule

Responsibilities

The Complaint Analyst, Customer Second Level Review team (C2LR) will work closely with the different business units, Business Support & Transformation, to ensure consistent and superior customer experience through the following:


Review, action, and document root cause and resolution for customer complaints and servicing issues.


Ensure complaints and service issues are properly coded to meet regulatory reporting requirements.


Identify and escalate trends and defects that have a potential legal, regulatory or servicing risk.


Provide coaching and feedback to Customer Care Professionals.


Understand basic consumer protection, banking regulations and applicable laws to identify and appropriately escalate complaints, defects and trends to business partners within Compliance, World Service, and the bank.


Ensure compliance with Complaints Management Policy and other legal/regulatory requirements.

Minimum Qualifications

Excellent verbal and written communication skills in Spanish and English


Ability to accurately interpret and translate Spanish to English and vice versa


Competency in Microsoft Office: Word, Excel, PowerPoint etc


Bachelor's Degree or higher

Preferred Qualification:

Must be fluent in both English and Spanish


Knowledge of US card products & services


Working knowledge of GSP/CSP/ISP, GCAP, Speechminer & Nexidia


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 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.