Customer Care Pro - Servicemember Civil Relief Act (SCRA)

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.

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As a member of the Servicemember Civil Relief Act/Military Lending Act (SCRA/MLA) Operations team, you will be responsible for ensuring accurate and timely review, analysis and actioning of requests and inquiries received for SCRA/MLA account protection, in accordance with the guidelines of the Servicemembers Civil Relief Act and Military Lending Act. 

How will you make an impact in this role

• Recognize, understand, and adhere to the Federal and State guidelines of the Servicemembers Civil Relief Act (SCRA) and Military Lending Act (MLA)
•  Adhere to all regulatory and compliance standards during the review, processing, and communication fulfillment for requests for relief. 
• Review and action requests received for SCRA/MLA relief, including validation of servicemember’s active duty and order notification status and dates and analyze accounts for eligibility  
• Compliantly gather information from external DOD (Department of Defense) database as a part of the customer eligibility review
• Utilize available resources to ensure accuracy and processing
• Review and analyze orders and other documentation provided by AXP customers as a part of the request for relief
• Ensure the timely processing of financial adjustments and eligible fee suppression for all eligible accounts, including linked customer accounts.   
• Document steps taken to apply relief, including accurate and thorough account notation and document imaging.
• Complete an accurate review, processing, documentation, and resolution of all inquiries in a timely manner, in accordance with SCRA/MLA guidelines and Operations procedures. 
• Escalate scenarios needing additional guidance to a Coach or Team Leader within the team and ensure timely follow up.
• Complete all required training in a timely manner
•  Attend and participate in team meetings

Minimum Qualifications

• Strong ability to understand and solve complex scenarios
•  Ability to analyze documents to identify necessary information for case handling
• Effectively and efficiently  navigate multiple systems and link data from different sources
• Commitment to achieving department goal of 100% quality
• High integrity, excellent written and verbal communication skills
• Proficiency with Microsoft Office tools
• Attention to detail and accuracy with work
• Ability to work in a fast paced highly regulated environment
• Flexibility and the ability to adapt quickly and effectively to change
• Ability to work as a part of a team and contribute to team success
• Preferred 12 months in current role
• Not currently on any level of counseling
• 2024 Performance rating combined G & L should be ≤ 5