Senior 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.

The Global Customer Research Solutions Teams (GCRS) support a wide variety of processes and sensitive activities such as managing highly complex escalations, 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 Senior Analyst role will be responsible for the peer review process by partnering with all CAST Analysts and support the crafting and reviewing all written resolution back to external regulators and agencies such as the CFPB, BBB, and OCC. They will also support the reporting and insights as it relates to regulatory complaints received by CAST. This Senior Analyst will partner closely with all other teams within GCRS to ensure a global view and perspective is met across all global regulatory channels.

 Key Responsibilities:

• Support the peer review process by partnering with all CAST Analysts and support the crafting and reviewing all written resolution back to external regulators and agencies such as the CFPB, BBB, and OCC.
• Provide regulatory insight and analysis of CAST reporting to be reviewed and shared quarterly with GSG Senior Leadership (B80+).
• 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.
• Assist with case escalations with business contacts and stakeholders.
• Support Analyst in identifying opportunities for process improvements and process gaps through our segmentation process.
• Link and label decisions and ideas back to our 5 GSG priorities.
• Foster a “Customer First” and “Growth Mindset” culture to improve the customer and colleague experience.

Minimum Qualifications:

• Drives Results- Ability to ensure accuracy in all deliverables and independently oversee daily operations with adherence to business requirements and process controls.
• Communicates Effectively – Ability to communicate clearly and concisely in both written and verbal form, to different audiences with varying backgrounds including Card Member escalations. 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.
• Proven ability to meet deadlines.
• Competency with Amex servicing systems (GCC, GSP, etc.) and Microsoft Office platforms such as Excel and Word.

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