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.

This position reports to the Manager within the Global Complaints and Privacy (GC&P) organization.    

The GC&P organization supports a wide range of processes and sensitive activities, including managing complex agency complaint escalations, researching and resolving consumer inquiries submitted through regulatory agencies, and reviewing complaints to ensure compliance with legal, regulatory, and program requirements. 

The selected candidate for this Analyst role will be responsible for researching and resolving consumer complaints submitted through regulatory and government agencies. This includes ensuring timely, accurate, and compliant handling of each case in alignment with legal standards and established service level agreements (SLAs). 

 
Key Responsibilities: 

• Interact with and respond to bank regulators, state and government agencies regarding consumer complaints.    
• Handle and resolve sensitive regulatory and agency complaints with professionalism and accuracy, engaging Enterprise stakeholders as needed to timely address escalations, achieve mutually agreeable resolutions, and identify opportunities for process improvement. 
• Collaborate with strategic partners, including the General Counsel’s Office (GCO), and Compliance to conduct thorough research and ensure compliant resolution. 
• Apply strong analytical and problem-solving skills to evaluate customer claims, identify root causes, and recommend solutions that mitigate risk and improve customer experience. 
• Demonstrate a commitment to customer and brand advocacy in all interactions. 
• Research consumer concerns using American Express systems and servicing portals (e.g., ISP, CSP, CLIC/GCC). 
• Prepare and submit written responses to bank regulators, state, and government agencies in compliance with U.S. Complaint Policy standards. 
• Ensure all written communications meet legal, compliance, and program requirements. 
• Foster a culture of Customer First, Process Excellence, and Growth Mindset to enhance both customer and employee experiences.

Minimum Qualifications:

• Experience in complaint handling or second-level reviews for the U.S. market (regulatory experience strongly preferred). 
• Proven ability to manage multiple cases independently while maintaining accuracy and meeting deadlines. 
• Exceptional written communication skills that balance legal and compliance accuracy with a customer-first approach. 
• High degree of integrity and willingness to escalate risks or concerns when appropriate. 
•  Strong relationship management with demonstrated ability to c